*Telecommuting role to be performed anywhere in the U.S.
Job Duties:
Lead regional team of Customer Success Engineers in handling highly technical storageand large scale compute issues. Oversee the day-to-day operations of the customer support team, including ticket management, response times, and escalations utilizing published runbooks. Developand optimize support workflows, processes, and procedures to enhance efficiency and effectiveness. Monitor support metrics and KPIs to track team performance, identify areas for improvement, andtake corrective action. Support customers in configuration and issues faced daily, including identifyinghigh visibility customer issues, and acting as a customer escalation liaison ensuring needed Customer Success and development engineers are engaged. Manage work schedules and workload distributionwithin the support team to ensure optimal coverage and responsiveness, including holidays andweekends. Engage in review and discussion of support metrics and KPIs to assess supportperformance and identify areas for improvement. Advise on process enhancements to optimizesupport workflows, increase efficiency, and elevate the overall customer support experience. Prepareregular reports and dashboards on support performance, trends, and customer feedback. Communicate support insights, challenges, and recommendations to key stakeholders, includingsenior management and leadership teams. Collaborate with other departments to share customerinsights and contribute to product development and service enhancements. Collaborate with Product Development Engineers and Sales Engineering teams to identify areas of concern or enhancement forcontinuous product improvement using knowledge of market competition and customer use casesthat are from both past and current experience.
Salary: $150,550 - $210,000 /year
Job Requirements:
Bachelors degree (U.S. or foreign equivalent) in Computer Science, Computer Information Systems, Electronic Engineering or related field and ten (10) years of experience in thejob offered or related role. Must have ten (10) years of experience with client protocol debuggingincluding NFS, SMB and S3. Must have ten (10) years of escalation management experience workingwith software developers. Must have five (5) years of experience with: leading continuous processimprovement initiatives to enhance system reliability, scalability, and performance; and preparingand presenting technical status reports, Key Performance Indicator dashboards, and risk assessmentsto senior leadership and external stakeholders. Must have four (4) years of technical team leadershipexperience, including guiding and mentoring team members’ technical development. Must have two(2) years of experience with: providing technical direction, task prioritization, and performanceoversight for team members; and conducting resource planning, workload allocation, and capacityforecasting to support project execution. Domestic travel required 20% of the time to customer sites.
