Customer Support Team Lead with Vast Data, Inc. at VAST Data

United States

$150.55k - $210k

<p>*Telecommuting role to be performed anywhere in the U.S.</p><p>Job Duties: Lead regional team of Customer Success Engineers in handling highly technical storage</p><p>and large scale compute issues. Oversee the day-to-day operations of the customer support team,</p><p>including ticket management, response times, and escalations utilizing published runbooks. Develop</p><p>and optimize support workflows, processes, and procedures to enhance efficiency and effectiveness.</p><p>Monitor support metrics and KPIs to track team performance, identify areas for improvement, and</p><p>take corrective action. Support customers in configuration and issues faced daily, including identifying</p><p>high visibility customer issues, and acting as a customer escalation liaison ensuring needed Customer</p><p>Success and development engineers are engaged. Manage work schedules and workload distribution</p><p>within the support team to ensure optimal coverage and responsiveness, including holidays and</p><p>weekends. Engage in review and discussion of support metrics and KPIs to assess support</p><p>performance and identify areas for improvement. Advise on process enhancements to optimize</p><p>support workflows, increase efficiency, and elevate the overall customer support experience. Prepare</p><p>regular reports and dashboards on support performance, trends, and customer feedback.</p><p>Communicate support insights, challenges, and recommendations to key stakeholders, including</p><p>senior management and leadership teams. Collaborate with other departments to share customer</p><p>insights and contribute to product development and service enhancements. Collaborate with Product</p><p>Development Engineers and Sales Engineering teams to identify areas of concern or enhancement for</p><p>continuous product improvement using knowledge of market competition and customer use cases</p><p>that are from both past and current experience.</p> <br><h3>Requirements</h3> <p>Salary: $150,550 - $210,000 /year</p><p>Job Requirements: Bachelors degree (U.S. or foreign equivalent) in Computer Science, Computer</p><p>Information Systems, Electronic Engineering or related field and ten (10) years of experience in the</p><p>job offered or related role. Must have ten (10) years of experience with client protocol debugging</p><p>including NFS, SMB and S3. Must have ten (10) years of escalation management experience working</p><p>with software developers. Must have five (5) years of experience with: leading continuous process</p><p>improvement initiatives to enhance system reliability, scalability, and performance; and preparing</p><p>and presenting technical status reports, Key Performance Indicator dashboards, and risk assessments</p><p>to senior leadership and external stakeholders. Must have four (4) years of technical team leadership</p><p>experience, including guiding and mentoring team members’ technical development. Must have two</p><p>(2) years of experience with: providing technical direction, task prioritization, and performance</p><p>oversight for team members; and conducting resource planning, workload allocation, and capacity</p><p>forecasting to support project execution. Domestic travel required 20% of the time to customer sites.</p>