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Technical Support Manager

ScyllaDB

ScyllaDB

IT, Customer Service
United States · Remote
Posted on Thursday, May 2, 2024

Description

ScyllaDB is looking for a highly motivated hands-on Technical Support Manager to lead our Global Technical Support team. The ideal applicant will be self-directed, well-organized, articulate, a team leader, and a team player.

Responsibilities entail the organization and management of the ScyllaDB Technical Support team with the goal of developing and maintaining a strong customer perception of support and product quality.

This role requires exceptional customer centricity, team building, motivational style, and analytical skills, as well as technical expertise (we really want you to be hands-on).

Responsibilities

  • Deliver a customer-centered philosophy across the global team that strives to meet and exceed our Support SLAs
  • Lead the team by example, become an expert in both the ScyllaDB product ecosystem and processes
  • Hire, train, and mentor Customer Support Engineers
  • Collaborate closely with Engineering and Product teams while managing escalations
  • Manage the complete roster of customer-sourced tickets. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress
  • Provide intelligence and reports to management, customers, and other stakeholders, help foresee upcoming bugs or problems
  • Create and use reporting to spot trends and help the product team/engineering, be proactive
  • Own, track, report and manage support SLAs and ensure delivery against company/team goals

Requirements

  • 5+ years in Technical Support, 2+ years of building and managing teams
  • Experience managing a Support team dealing with critical software (Opensource products, distributed systems and especially Databases preferred)
  • Leadership skills to hire, on-board, and train Technical Support engineers globally
  • Experience supporting application software on Linux and in public clouds
  • Good understanding of networking, Linux, storage, cloud and databases
  • Proficiency in support tools like Zendesk, Jira, Salesforce etc
  • Bachelor's degree in Computer Science, Information Technology or related discipline
  • Start-up experience is a plus

Nice-to-have:

  • Experience with IaaS Cloud providers (AWS, GCP, Azure etc)
  • Experience with virtualization technologies such as VMware ESXI, Xen, KVM
  • Experience with distributed container management systems such as Kubernetes, Swarm, Mesos
  • Experience with NoSQL databases at scale (Scylla, Cassandra, MongoDB etc)
  • Experience with automation (Bash, Python, Ansible, Puppet etc)
  • Some experience with C/C++ coding or debugging
  • Understanding of storage and networking internals