Support Manager, Scality
Software-defined storage and data management
Open for applications
Software-defined storage and data management
201-500 employees
Open for applications
201-500 employees
Company mission
Powering data to advance human progress.
Role
Who you are
- Full English and French proficiency (written and spoken)
- Ability to work in a distributed and diverse team
- 3+ years of experience managing operational teams
- Strong leadership and team management skills with experience in coaching and developing team members
- Excellent communication and interpersonal skills
- Excellent project management and organizational skills
- Strong conflict resolution skills
- Strong organizational, presentation, and client service skills
- Strong operational management skills
- Ability to work effectively in a fast-paced, dynamic environment
- Strong analytical, problem-solving and decision-making abilities
- Ability to work collaboratively with regional and corporate teams
- General knowledge of IT applications, business processes, and software
- Skill in strategic planning with an ability to think and plan ahead in written communications
- Experience with large B2B and B2C companies, and/or Service Providers
- Experience with distributed systems, Linux and storage platforms as a system or support engineer
What the job involves
- Lead and manage a team of highly skilled technical support engineers, offering guidance, support, and overseeing performance to ensure continuous improvement and team success
- Recruit, train, and develop team members to ensure they have the skills and knowledge to effectively support customers
- Oversee the day-to-day operations of the technical support function, ensuring efficient and effective resolution of customer issues
- Act as the point of escalation for high-demand clients during major incidents and escalations, ensuring clear, proactive communication with both customers and internal stakeholders, acting as the custodian of Scality
- Be part of the escalation path and be responsible for the schedule of the on-call rotation
- Navigate and manage customer expectations during high-stress situations, with a focus on maintaining long-term relationships and trust
- Collaborate with internal departments, including Product and Engineering to resolve critical issues and drive improvements to product stability
- Work closely with the professional services team to coordinate seamless support and delivery, ensuring efficient handover and alignment when transitioning customer issues from services to support
- Properly monitor and analyze key performance metrics such as response times, resolution rates, and customer satisfaction scores, to identify areas for improvement
- Drive continuous optimization and recognize potential crises early on
- Communication within Scality :
- ○ Regular reports and presentations for upper management and/or the sales team, with insights into specific customer support tickets and critical situations
- ○ Communication between the Support and Service teams is fluid, in both ways, at the customer level
- ○ Ensure Support Engineers knowledge and know-how is shared for continuous improvement on incident qualification
- ○ Properly report any product or document defect to the Engineering team, with the right priority and quality, including available workaround and desired behavior
- ○ Collaborate at a worldwide level with other support teams and Customer Success organization to streamline processes and tools
- Ust DOs
- Weekly 1 on 1s
- Care about the work/life balance, health and wellbeing of the team
- HR related topics (PTOs, expenses, etc…)
- Annual reviews & compensation
- Work organization of the team (shared moments in the office and in remote)
- Recruitment, training, and performance management skills
- Maintain the team’s skill matrix on regular basis
- Support processes are respected by the team including but not limited to:
- ■ P1 process, RCA documentation and follow up actions
- ■ JIRA ticket handover to Services team
- ■ Support ticket handover before vacations
- ○ Equitable distribution of the workload among support team members, with the consideration of their wellbeing and health
Our take
Managing data at scale is incredibly complex, but software company Scality solves this problem with its purpose-built storage and data management system. Scality offers companies an all-in-one data management experience, which has proven highly popular with enterprises. The company now boasts the likes of Comcast, Bloomberg and Orange among its customers, which is testament to the value of its product. Increased demand for hybrid and multi-cloud data management has allowed the company to grow at considerable pace.
Following on from a 2021 funding round aimed at R&D and smoothing the company's path to profitability, Scality has increased revenue by 50% and partnered with global software companies such as Computer C-Data and the Malaysian RIXS to bring new products to global markets. This expansion was driven by growing fears surrounding data sovereignty regulations. As governments respond to privacy concerns surrounding cloud adoption, companies are moving away from large cloud servers to a hybrid approach where some data is held locally or regionally. This is good news for Scality and its products as this trend is likely to continue for some time.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Jan 2021
$20m
SERIES E
Apr 2018
$51.1m
LATE VC
Total funding: $173.1m
Company benefits
- Work overseas and international relocation
- Sports Allowance Program
- FSA
- Learning and development
- Educational conferences
- Charitable donation matching program
Company values
- Work hard: It takes the dedication of our employees to continuously innovate and bring a quality product to market
- Play hard & eat well: We foster camaraderie and support team-building activities that strengthen relationships in and out of the office
- Amaze the customer: From the beginning, Scality has listened intently to its customers’ needs and consistently works to deliver products that are both innovative and top quality
Company HQ
Yerba Buena, San Francisco, CA
Articles
Leadership
Jérome Lecat
(CEO)Previously served as CEO of companies such as UUNET and Bizanga. Is a Board Member of France Digitale.
Bradley King
(Field CTO)Previously worked as a Senior Manager at Openwave, and as a Customer Solutions Architect at Bizanga.
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