Customer Support Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead a regional team of Customer Success Engineers addressing complex storage and large-scale computing challenges.

• Supervise daily customer support operations, including ticket management, response times, and escalations according to established runbooks.

• Design and enhance support workflows, processes, and procedures.

• Track support metrics and KPIs, pinpoint areas for improvement, and implement corrective measures.

• Assist customers with configuration and everyday issues.

• Recognize high-visibility customer issues and serve as a liaison for customer escalations.

• Collaborate with Customer Success and development engineers as necessary.

• Oversee work schedules and distribute workloads, including coverage during holidays and weekends.

• Analyze support metrics and KPIs to evaluate performance and identify potential improvements.

• Provide recommendations for process enhancements to streamline workflows and elevate the customer support experience.

• Generate reports and dashboards detailing support performance, trends, and customer feedback.

• Convey support insights, challenges, and suggestions to senior management and leadership.

• Work cross-departmentally to share customer insights and aid in product and service improvements.

• Partner with Product Development Engineers and Sales Engineering teams to enhance products using knowledge of market competition and customer use cases.

⛳️ Requirements

• Bachelor's degree (U.S. or foreign equivalent) in Computer Science, Computer Information Systems, Electronic Engineering, or a related field.

• 10 years of experience in the job offered or a related position.

• 10 years of experience in client protocol debugging, including NFS, SMB, and S3.

• 10 years of experience in escalation management while working with software developers.

• 5 years of experience leading continuous process improvement initiatives to enhance system reliability, scalability, and performance.

• 5 years of experience in preparing and presenting technical status reports, KPI dashboards, and risk assessments to senior leadership and external stakeholders.

• 4 years of experience in technical team leadership, including guiding and mentoring team members' technical development.

• 2 years of experience providing technical direction, prioritizing tasks, and overseeing performance for team members.

• 2 years of experience in conducting resource planning, workload allocation, and capacity forecasting to support project execution.

• Domestic travel required 20% of the time to customer sites.

🏝️ Benefits

• Telecommuting role available from anywhere in the U.S.

• Domestic travel to customer sites required 20% of the time.