Customer Support Team Lead

Who you are

• 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 the job offered or related role
• Must have ten (10) years of experience with client protocol debugging including NFS, SMB and S3
• Must have ten (10) years of escalation management experience working with software developers
• Must have five (5) years of experience with: leading continuous process improvement initiatives to enhance system reliability, scalability, and performance; and preparing and presenting technical status reports, Key Performance Indicator dashboards, and risk assessments to senior leadership and external stakeholders
• Must have four (4) years of technical team leadership experience, including guiding and mentoring team members’ technical development
• Must have two (2) years of experience with: providing technical direction, task prioritization, and performance oversight for team members; and conducting resource planning, workload allocation, and capacity forecasting to support project execution
• Domestic travel required 20% of the time to customer sites

What the job involves

• Lead regional team of Customer Success Engineers in handling highly technical storage and 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
• Develop and optimize support workflows, processes, and procedures to enhance efficiency and effectiveness
• Monitor support metrics and KPIs to track team performance, identify areas for improvement, and take corrective action. Support customers in configuration and issues faced daily, including identifying high visibility customer issues, and acting as a customer escalation liaison ensuring needed Customer Success and development engineers are engaged. Manage work schedules and workload distribution within the support team to ensure optimal coverage and responsiveness, including holidays and weekends
• Engage in review and discussion of support metrics and KPIs to assess support performance and identify areas for improvement. Advise on process enhancements to optimize support workflows, increase efficiency, and elevate the overall customer support experience. Prepare regular reports and dashboards on support performance, trends, and customer feedback
• Communicate support insights, challenges, and recommendations to key stakeholders, including senior management and leadership teams. Collaborate with other departments to share customer insights and contribute to product development and service enhancements. Collaborate with Product
• Development Engineers and Sales Engineering teams to identify areas of concern or enhancement for continuous product improvement using knowledge of market competition and customer use cases that are from both past and current experience