Title: Technical Support Manager – US East
Location: Anywhere – United States
Category: Support Operations
Job Summary: DataStax powers the Right-Now Enterprise with the always-on, distributed cloud database built on Apache Cassandra and designed for hybrid cloud. We are seeking a talented Technical Support Manager to join our Technical Support team.
Key to this role will be the responsibility for managing and supporting the technical support engineering resources in the United States and taking active steps to ensure customer satisfaction and success. The ideal candidate is a customer and employee focused leader with a passion for exceptional customer service and proven success managing a geographically dispersed technical support team across a very technical product suite.
Essential Job Functions:
Manage the hiring, development, and retention of technical support engineers and enhance their technical, communication, and business skills to deliver quality service to partners and customers.
Ensure adherence to response-time and response-quality SLAs, that workload is balanced across engineers, and that the team delivers on their commitment to customer success.
Implement, maintain, and enhance escalation processes and procedures and the on-call schedule and systems to ensure that service and customer satisfaction goals are consistently exceeded.
Compile, analyze, and report on support metrics and work with product and engineering teams to communicate hot issues, customer/partner needs, priorities, and to drive product improvement.
Develop and execute strategic and operating plans, working hand in hand with other support leaders. Contribute to the direction of support infrastructure, processes, and systems to increase the quality and efficiency of support.
Bachelors or Masters Degree in Computer Science or equivalent
6+ years management experience in technical support for a technology company (channel/partner management experience highly preferred)
Demonstrated experience supporting enterprise level, mission-critical applications
Mature and seasoned senior manager with well developed interpersonal, customer communication, problem-solving, and leadership skills comfortable presenting to executives as well as front-line staff
Exceptional written and oral communication skills, able to synthesize complex information into succinct executive summaries for internal and external audiences
Thrives in fast-paced, startup environment
Experience managing technical support operations in a distributed environment
Familiarity with open source software a plus
Computer & IT , Technical Support