Direct message the job poster from Scale Computing
Lynanne Gibel
Sr. Director of Employee Success at Scale Computing
The Support Manager is a key technical leader in our Support organization. A successful Support Manager will be an advanced technical support engineer, professional leader, and project manager on the support team. They will continuously show dedication to go above and beyond for our internal and external customers and have Scale’s best interest in mind.
This position will work directly with Support Engineers of all levels, focusing on the overall team health in the organization via impactful metrics, processes, training, and cross-functional project involvement. The ideal candidate will lead, mentor, and expand our team of support professionals by fostering a culture of excellence, accountability, and continuous learning.
As needed, the Support Manager will work with the Supervisors and Management team to identify technical needs, resources, fixes, training, and education and make recommendations to help Scale Computing innovate our products. The Manager’s focus is on determining 'what' it is their unit does and the metrics needed (i.e., purpose, function, and roles) and doing so in a manner that furthers the organization's larger goals.
Great candidates will look like this:
Strategic thinker with a customer-first mindset and enjoys troubleshooting and problem-solving analytically
A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment
Embraces and leads changing priorities and can work in a fast-paced environment
An excellent communicator who is efficient and effective with customers and colleagues via web conferences, email, and in-person
A motivated self-starter who thrives on prioritization and follow-through
Passionately creative in mindset and has the ability to adapt quickly to evolving business needs
Exhibits excellent leadership and people management skills, with the ability to inspire and develop high-performing teams
Reside close to the Indianapolis, IN office and be able to come in to the office four times per month and as needed for special projects and events.
Responsibilities
Serve as a resource for teammates on policies and procedures
Analyze support metrics and KPIs to identify customer and employee trends, address areas of concern, and implement process improvements
Evaluate and refine the customer’s technical support experience using feedback (metrics, surveys, etc) to provide the best experience possible
Provide leadership and direction to improve the daily operations of the Support Team.
Ensure the team meets or exceeds service level agreements (SLAs)
Define and collect KPIs to manage capacity planning and escalation management
Deliver targets to Supervisors and assist them in managing the team to these expectations
Closely interact with Software Development and Product Management teams to align recurring issues and product roadmap goals
Research and investigate escalated cases as necessary to identify and raise trends to the appropriate teams
Be a conduit for information bi-directional informational sharing on (suspected) current bugs, workarounds, software updates, and releases
Manage communications about escalated issues with other Scale Computing staff and with Customers, if necessary
Maintain in-depth technical knowledge of all Scale Computing products
Constantly evaluate and refine the technical support staff experience to maximize efficiency while maintaining a high level of positive motivation (i.e. keep it fun)
Lead the hiring and onboarding program to ensure continuity in technical expertise and team atmosphere
Performs additional functions, duties, and specific tasks and duties of a similar nature and scope as necessary to achieve strategic business objectives
Establish and maintain effective working relationships with subordinates, peers, and supervisors
Requirements, useful skills, and experience
3+ Years of management of a team of 10 or more Technical Support Engineers
Strong leadership ability and people management skills
Excellent communication skills (written and oral)
Proficient time management and task prioritization skills
Exceptionally motivated and motivational
Extreme attention to detail
Steady composure in the face of difficult situations
Management of Technical Support Engineers in support of complex software and hardware issues
Experience with Scale Computing products
Knowledge of current Hyperconvergence, Edge technologies, and emerging trends
Seniority level
Associate
Employment type
Full-time
Job function
Management and Information Technology
Industries
IT Services and IT Consulting and Software Development
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