Technical Support Manager

3 days ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.ScyllaDB is looking for a highly motivated hands-on Technical Support Manager to lead our Global Technical Support team.We are a leading provider of high-performance NoSQL databases, empowering businesses to achieve unparalleled performance, scale, and reliability for their mission-critical applications.
Our innovative database solutions are trusted by top organizations worldwide, delivering exceptional performance and efficiency.As the Technical Support Manager at ScyllaDB, you will play a pivotal role in leading and managing our team of Technical Support Engineers who use their exceptional problem-solving and customer service skills, to assist customers and solve their Scylla issues.You will be responsible for ensuring the highest level of customer satisfaction by providing exceptional technical support services, resolving complex issues, and driving continuous improvement initiatives.Cool things you'll do:Deliver a customer-centered philosophy across the global team that strives to meet and exceed our Support SLAsLead the team by example, become an expert in both the ScyllaDB product ecosystem and processesHire, train, and mentor Customer Support EngineersCollaborate closely with Engineering and Product teams while managing escalationsManage 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 progressProvide intelligence and reports to management, customers, and other stakeholders, help foresee upcoming bugs or problemsCreate and use reporting to spot trends and help the product team/engineering, be proactiveOwn, track, report and manage support SLAs and ensure delivery against company/team goalsRequirements:5+ years in Technical Support, 2+ years of building and managing teamsExperience 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 globallyExperience supporting application software on Linux and in public cloudsGood understanding of networking, Linux, storage, cloud and databasesProficiency in support tools like Zendesk, Jira, Salesforce etcBachelor's degree in Computer Science, Information Technology or related disciplineStart-up experience is a plusNice to have:Experience with IaaS Cloud providers (AWS, GCP, Azure etc)Experience with virtualization technologies such as VMware ESXI, Xen, KVMExperience with distributed container management systems such as Kubernetes, Swarm, MesosExperience with NoSQL databases at scale (Scylla, Cassandra, MongoDB etc)Experience with automation (Bash, Python, Ansible, Puppet etc)Some experience with C/C++ coding or debuggingUnderstanding of storage and networking internalsBachelor's degree in technology fields (Computer Science, Engineering)Seniority levelSeniority levelEntry levelEmployment typeEmployment typeFull-timeJob functionJob functionInformation TechnologyIndustriesSoftware DevelopmentReferrals increase your chances of interviewing at ScyllaDB by 2xClient Success Manager (Podcast Company)Customer Success Manager, Mobile AdvertisingSoftware Engineering Manager - Ubuntu Linux KernelTechnical Support Engineer (Remote, BRA)Technical Support Analyst (Product Support Analyst)Technical Support Engineer - IDP (Remote)We're unlocking community knowledge in a new way.
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