Customer Technical Support Manager

About the Role

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 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.

You will be joining a highly technical and collaborative team that is committed to shipping high-quality software, enjoys collaboration, and values customer interactions. This position will require stand-by, on-call, or off-hours duties.

Responsibilities

• Manage an industry-leading team.
• Handle Customer Support Escalations and be the calm voice of reason during high-pressure situations.
• Review Cases, Metrics, and Statistics to ensure departmental success.
• Provide mentoring and coaching to drive Engineers to their best success.
• Participate and advocate for both 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 regarding SLAs, CSAT, and other guiding metrics.

Requirements

• Proven ability to be a powerful leader; mentoring and guiding technical engineers.
• Strong technical skills to help mentor engineers and guide customers to successful solutions.
• Strong written and verbal communication skills.
• Proven success with encouraging knowledge sharing internally and externally.
• 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 its importance to companies.

Preferred Qualifications

• 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) retirement plan.
• Equity.