Job Description

*Telecommuting role to be performed anywhere in the U.S.

Job Duties: 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.

Requirements

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 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.