Manager - Technical Support

November 24

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Stardog

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enterprise data unification • graph databases • machine learning • NoSQL • Semantics

51 - 200

Description

• About Stardog - Stardog is the leading Enterprise Knowledge Graph platform. • Our new Voicebox product is the first-in-the-market generative AI application that works directly within the enterprise for hallucination-free question answering. • Industry leaders including Bosch, Cisco, NASA, and RTX use Stardog to create a flexible data layer that can support countless data solutions. • One of Fast Company's prestigious Most Innovative Companies, Stardog is a fast-growing venture-backed company headquartered in Virginia, with a globally distributed team. • Overview: Manager of Technical Support - Responsible for leading a small team of Support Engineers who field technical support questions, problems, and requests from Stardog customers and partners. • Coordinates responses between all departments of the company to provide timely responses and meet SLAs. • We are looking for an experienced Support professional who has experience leading a Support team and managing Support services. • This is a player/coach role so you will spend time diagnosing and resolving problems for customers. • As a Support Engineer, the job includes investigating logs, performing root cause analysis, consulting with Level 3 engineers and reporting findings/solutions back to customers. • As a team lead, this position is responsible for coordinating the team, and managing a small team. • You will represent the Support team in customer onboarding and review meetings. • We are a remote-first company. You need to be comfortable with and have experience working remotely. • You must have strong communication skills as much of our interactions will be over email, chat, and web conference.

Requirements

• Excellent communication and interpersonal skills, with the ability to build a rapport and credibility with clients. • Two to three years of team lead or management experience in a Support, Engineering or similar technical role. • Strong problem-solving skills and the ability to think strategically to address clients' needs and challenges. • Demonstrable familiarity with cloud-based hosting services, such as AWS and Azure is required. • Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment. • Familiarity with Support processes is required. • Preferred skills in Java or Python.

Benefits

• Competitive salary. • Comprehensive health insurance. • 401(k) retirement plan. • Remote work. • Some travel to customer sites possible. • Dynamic and collaborative work environment with opportunities for growth and advancement. • Flexible PTO Options.