Customer Support Manager

About the Opportunity

The company is building the telemetry infrastructure for the AI era. This organization partners with IT and Security teams at many of the world’s biggest enterprises, including half of the Fortune 100, to bridge the gap between AI ambition and infrastructure reality. As the AI Platform for Telemetry, it gives customers the choice, control, and flexibility to manage and analyze telemetry for both humans and agents, so they can build what’s next. This is one of the fastest-growing private companies and a leading player in a massive, fast-moving market. With a global workforce, the organization is remote-first and grounded in a simple idea: software is a people business. This is the place where curious, collaborative people can do their best work, grow fast, and bring their full selves to the team.

Why You’ll Love This Role

This role is centered on customer success by providing in-depth knowledge of data management systems and solutions, the organization's interactions with those solutions, and using its knowledge to lift up everyone it may come in contact with. In this role, you will be joining a highly technical and collaborative team that is committed to shipping high-quality software, enjoying all the goat gifs the internet has to offer, and truly enjoys all its interactions with its customers. The ideal candidate for this role has a mixture of strong technical chops, an innate desire to help customers, and a natural affinity for collaboration.

Responsibilities

• Manage an industry-leading team.
• Manage Customer Support Escalations and be the calm voice of reason amongst the chaos.
• Review Cases, Metrics, Statistics to ensure departmental success.
• Provide mentoring and coaching to drive Engineers to their best success.
• Participate and be an advocate of Customers and Engineers.
• Create, maintain, and enhance Processes and Procedures.
• Build technical knowledge in the organization's products and how to position them.
• Ensure team success to SLA’s, CSAT, and other guiding metrics.

This position will require stand-by, on-call, or off-hours duties.

Requirements

• Proven ability to be a powerful leader; Mentoring and Guiding Technical Engineers.
• Strong technical skills to help mentor engineers and help guide customers to a successful solution.
• Strong written and verbal communication skills.
• Proven success with encouraging knowledge sharing internally and externally at every opportunity.
• A deep understanding of goals and helping your team achieve them.
• A passion to elevate those around you and watch them succeed.
• A minimum of 3 years’ experience as a leader of a highly technical team.
• 10 years’ experience in customer-facing roles.
• Understanding of Big data and why data is important to companies.

Bonus Points

• Experience with related technologies such as Splunk, Elastic, Kafka, Kinesis, or similar.
• Experience with AWS, Azure, GCP, and other cloud platforms.

Pay

Base Salary Range: $116,000—$181,000 USD

The salary for this role is dependent on geographic location and will be based on the individual candidate's job-related knowledge, skills, and experience. In addition to base salary, for sales and some sales-adjacent roles, employees are eligible to earn incentive compensation (commission). For all other roles, employees are eligible to participate in the Corporate Bonus Program.

Benefits

• Health, dental, vision, short-term disability, and life insurance
• Paid holidays and paid time off
• Fertility treatment benefit
• 401(k)
• Equity