Job Description

The Senior Manager of Technical Support will lead a team of Support Engineers, managing their performance, resolving technical challenges, and ensuring process compliance. Responsibilities include people management, case escalation, and mentoring team members to deliver a premium customer experience.

Responsibilities

• Manage a team of Support Engineers
• Set team goals and assist in individual goal attainment
• Ensure effective technical solutions for customers
• Provide regular performance feedback
• Identify and manage customer escalations
• Assist customers with Aerospike technology
• Advocate for customers and improve customer experience
• Serve as a manager, mentor, and escalation point
• Participate in on-call coverage rotation
• Participate in strategic vision discussions
• Travel to headquarters quarterly

Requirements

• Minimum 3 years managing technical support professionals
• Minimum 7 years of experience in a technical support role
• Familiarity with database products, especially NoSQL solutions
• Experience supporting customer managed installations in Cloud and on-premise environments
• Strong technical aptitude in database and cloud technologies
• Detailed and organized with a track record for delivering quality results
• Excellent written and verbal communication skills
• Excellent technical, troubleshooting, and analytical skills

Benefits

• No benefits