Support Response Manager, Lambda

• Have an understanding of AI development, GPU computing, and Cloud computing technologies
• Have 2 years experience in a technical team leadership or managerial role
• Have the ability to evaluate and optimize support processes and workflows, identifying areas for improvement, with a record of successfully implementing changes to enhance efficiency and productivity
• You are someone who pays attention to detail and has the ability to follow instructions
• You are action-oriented and have a strong willingness to learn
• Have experience supporting customers in a Linux environment
• Have experience building and leading a 24/7 technical support organization or NOC
• Have experience with monitoring and alerting systems

Desirable

• At Lambda Labs, we are seeking a driven and experienced Support Manager to lead our dynamic support response team. As a Support Manager at Lambda Labs, you will play a pivotal role in ensuring the highest level of customer satisfaction by overseeing the resolution of technical issues, providing guidance to support staff, and implementing strategies to optimize support operations
• Must be flexible in working nights and weekends as needed, as well as maintaining an on-call schedule
• Collaborate with the Director of Customer Support to support the development and coaching of the Support Response team, ensuring they consistently deliver outstanding customer experiences
• Ensure 24/7 monitoring and support of all customer tickets, monitoring platforms, and applications
• Ensure first response SLA’s are achieved for customer cases
• Develop and implement standard operating procedures for issue triage, resolution, and escalation
• Coordinate with different teams (support, engineering, etc) for efficient problem resolution
• Support the Customer Support team by participating in and leading training sessions, team meetings, and addressing roadblocks
• Ensure that departmental policies, procedures, and documentation accurately reflect best practices, making necessary changes or modifications as needed
• Review, create, and distribute support metrics to track team performance and customer satisfaction, constantly seeking opportunities for improvement in support processes and practices
• Assist in developing workflows and procedures for the team based on industry-standard frameworks
• Manage 24/7 schedules for direct reports, including coordinating coverage for time-off requests and approving timesheets
• Participate in the hiring process for support team candidates
• Conduct performance reviews for members of the Customer Support team
• Lead by example, actively engaging in resolving customer cases while maintaining the necessary technical knowledge to function effectively as a team member