Director of Support

Job Responsibilities

• Take overall responsibility for successful outcomes on customer analytic applications.
• Manage our team of experts, including skills development, performance management, resource availability, and scheduling to meet 24x7 commitments (SLAs) to customers.
• Model behavior of putting customers first and solving problem root causes proactively and quickly.
• Ensure consistent execution using a program of KPIs (first response time, time to resolution etc.).
• Oversee hiring, mentoring, and resources necessary for team excellence.
• Shepherd research into innovative delivery of support using AI and other technologies.
• Act as a focused advocate for support within Altinity.
• Ensure that the support team fulfills its mission as the trusted advisor to Altinity customers.

Requirements

• Demonstrated success in helping customers deploy and support mission critical database systems.
• Excellent understanding of database technology and enterprise technology.
• Hands on experience in developing and operating large SQL-based systems.
• Previous experience handling logistics of customer support delivery, including experience prioritizing effectively across large numbers of customers.
• Demonstrated people management skills including ability to hire, delegate efficiently, and build out a growing organization.
• Hands-on experience in assessing and supporting complex IT systems, including the ability to assess risks, see new opportunities, and maintain metric programs to drive superior delivery of services.
• Comfortable communicating with customer teams at all levels–from engineers to senior management.
• Able to work with internal teams and Altinity executive management.
• Exhibit a consistent, strong drive to make customers successful in a competitive market with rapidly changing technology.