Director - Technical Support Engineering

November 9

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Description

• Oversee a Technical Support team to deliver top-tier customer support • Mentor Technical Support Engineers to foster growth and development • Implement scalable processes for operational excellence • Create knowledge base articles to enable faster resolution times • Collaborate with internal teams for high-priority case escalations • Recruit and onboard new team talent for growth • Lead initiatives to improve productivity and customer satisfaction

Requirements

• 5+ years of experience managing technical support or engineering teams in a SaaS or software environment. • Strong technical background in troubleshooting, and excel in handling high-stakes customer escalations. • Knowledgeable in distributed systems (e.g., Apache Pinot), cloud platforms (AWS, GCP, Azure), and streaming technologies (Kafka, Pulsar, Flink). • Skilled in performance management, and you prioritize mentorship to help the team build their capabilities. • Set measurable goals and are skilled at tracking and analyzing metrics to drive improvements. • Adept at communicating with technical and non-technical stakeholders, both internally and externally, to ensure clear understanding and alignment.

Benefits

• Competitive salary, equity, and comprehensive benefits package • New-hire stock equity and employee stock purchase plan • Career development and continuous learning opportunities • Inclusive and dynamic workplace culture that encourages growth