Technical Support Manager

2 weeks ago

Australia ScyllaDB Full time $90,000 - $120,000 per year

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 SLAs 
  • Lead the team by example, become an expert in both the ScyllaDB product ecosystem and processes
  • Hire, train, and mentor Customer Support Engineers
  • Collaborate closely with Engineering and Product teams while managing escalations
  • Manage 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 progress
  • Provide intelligence and reports to management, customers, and other stakeholders, help foresee upcoming bugs or problems
  • Create and use reporting to spot trends and help the product team/engineering, be proactive
  • Own, track, report and manage support SLAs and ensure delivery against company/team goals
Requirements
  • 5+ years in Technical Support, 2+ years of building and managing teams 
  • Experience 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 globally 
  • Experience supporting application software on Linux and in public clouds
  • Good understanding of networking, Linux, storage, cloud and databases
  • Proficiency in support tools like Zendesk, Jira, Salesforce etc
  • Bachelor's degree in Computer Science, Information Technology or related discipline 
  • Start-up experience is a plus

Nice to have:

  • Experience with IaaS Cloud providers (AWS, GCP, Azure etc)
  • Experience with virtualization technologies such as VMware ESXI, Xen, KVM
  • Experience with distributed container management systems such as Kubernetes, Swarm, Mesos
  • Experience with NoSQL databases at scale (Scylla, Cassandra, MongoDB etc)
  • Experience with automation (Bash, Python, Ansible, Puppet etc)
  • Some experience with C/C++ coding or debugging
  • Understanding of storage and networking internals
  • Bachelor's degree in technology fields (Computer Science, Engineering)

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