Director of Support, Tecton
$187-223k
Salary applicable to candidate's based in California & New York only. + Equity
The feature platform for machine learning
Open for applications
The feature platform for machine learning
101-200 employees
Open for applications
$187-223k
Salary applicable to candidate's based in California & New York only. + Equity
101-200 employees
Company mission
To transform the way companies solve real-world problems with machine learning.
Role
Who you are
- >7 years experience in technical support or technical services for a technical enterprise product
- >4 years experience managing, hiring, and training Technical Support teams
- Extremely strong communication and experience managing executive-level relationships and escalations
- Experience with Python, SQL, and modern data products to build and test data-intensive applications
- Expertise in scaling support across time zones with process development, escalation policies, ticketing systems, and more
- Hands-on experience with at least one cloud platform (AWS or Google Cloud) and one modern big data product such as Databricks, Snowflake, and BigQuery
What the job involves
- The Director of Support role is critical and reports directly to the VP of Engineering
- This person is responsible for leading and scaling our Support Engineering team to make Tecton’s customers successful
- You will be leading a distributed support team while innovating and driving change to elevate Tecton’s technical support to a new level and provide a phenomenal user experience
- Lead the Support team to consistently achieve high CSAT scores by resolving customer issues effectively and efficiently
- Establish clear processes and interfaces between Support and other functions (Engineering, Product, Solutions Architecture, and Professional Services) to streamline issue resolution and collaboration
- Develop a high-performing, distributed support engineering team capable of handling sophisticated customer needs independently and continuously reducing escalations to other teams
- Design and execute a premium support offering tailored to the needs of larger, more demanding customers, enhancing their experience and retention
- Scale and operationalize Tecton’s Support model with robust reporting and metrics to support new and existing customer growth while reducing resolution times
- Foster a healthy team culture with clear career development paths to attract, retain, and grow top talent
- Build and innovate with modern Support software and AI tooling
Application process
- This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S
Our take
Tecton provides an innovative solution that makes it possible for all companies to benefit from machine learning, regardless of their level of expertise and experience. The company is committed to the democratisation of artificial intelligence, believing that it is something that all businesses should be able to access, not just the privileged few.
As part of this process, Tecton provides a range of services, ensuring that machine learning applications can be built at business level. The experience of the company makes it possible for businesses to implement machine learning projects in real-time, and then use them to derive insights from the best data available.
Tecton also offers what it believes to be the first enterprise-ready feature store for machine learning, enabling data scientists and engineers to build a library of great features and serve them in production. The unique nature of its product coupled with the CEOs' experience at Uber and Google elevates Tecton above other machine learning companies. With 2022's series C funding, Tecton has been scaling its engineering and go-to-market teams and positioning itself well for future growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jul 2022
$100m
SERIES C
Dec 2020
$35m
SERIES B
Total funding: $160m
Company benefits
- Comprehensive health plans = Our health plan options give you the flexibility to select the right coverage for you and your family. We cover 100% for employees and 80% for dependents
- Remote-friendly work environment - We are remote-friendly and make it easy for our people to be in the office if they want to be
- Parental leave - We offer 8-16 weeks of paid leave to spend quality time with family
- Competitive salary, equity and 401(k) savings plans - We offer meaningful compensation and equity packages that reflect our commitment to hire the best talent
- Wellbeing benefits - We provide a range of benefits that holistically support your physical, mental, and financial wellbeing
- Flexible time off - There is life outside of work. Our flexible policy means every employee is encouraged to take the time they need to rest and rejuvenate
Company values
- We are one team
- We put people first
- We are open and transparent
- We take winning seriously and have fun
- We are doers
- We are owners, not renters
- We break down walls
- We fight for the truth
- We are leaders
- We serve the customer
- We think big and work backward
- No shenanigans!
Company HQ
Mid-Market, San Francisco, CA
Articles
Leadership
Mike Del Balso
(CEO)Product Manager at Google, then Senior Product Manager at Uber - where they were responsible for Michelangelo. Co-founded Tecton in 2018.
Kevin Stumpf
(CTO)MBA Stanford. Co-found and CTO at Dispatcher. Technical Lead at Uber, involved in Michelangelo project. Co-founded Tecton in 2018.
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