Senior Manager of Technical Support, Aerospike

• You will be independent, positive, self-motivated, proactive, results-oriented and able to monitor and report on your team's performance KPIs
• You are collaborative by nature and enjoy mentoring team members
• Minimum of 3 years managing technical support professionals. Minimum 7 years of experience in a technical support role
• Familiar with database products, especially NoSQL solutions/distributed systems
• Experience supporting customer managed installations in both Cloud and on-premise environments
• Experience with AWS, GCP, and Azure public clouds (certification is a plus)Strong technical aptitude, especially in the area of database and cloud technologies
• Detailed and organized, with a track record for understanding urgency and delivering quality results
• Excellent written and verbal communication skills
• Excellent technical, troubleshooting, and analytical skills
• Must be a US Citizen

Desirable

• As the Senior Manager of Technical Support you will lead a team that takes pride in delivering a premium customer experience
• Your primary role involves managing a team of Support Engineers who assist customers in resolving highly technical challenges with Aerospike products
• Duties include all aspects of people management, assisting engineers with understanding and prioritizing their case work, managing case escalations, and ensuring process compliance within the team
• Manage a team of Support Engineers in the United States to achieve business objectives around KPI attainment and operational excellence
• Set team goals in alignment with Global Support objectives, and assist direct reports in the definition and attainment of individual goals
• Ensure that direct reports leverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers
• Deliver regular, actionable feedback on individual performance in terms of agreed upon objectives and employee development goals
• Proactively identify customer escalations for your direct reports when necessary, and act as an escalation contact point to engage appropriate technical or account management resources
• Get involved in a hands-on capacity to help customers be successful with Aerospike technology
• Advocate for customers and define ways to continually add value to the customer experience
• Serve as a manager, mentor, knowledge resource, and escalation point for your direct reports, building credibility and trust within your team
• Participate in the manager rotation for on-call coverage
• Participate in ongoing discussions around strategic vision for the team
• Have the ability to travel to the Aerospike Headquarters in Mountain View, CA quarterly
• Working hours for this role are 9am to 5pm PST