Customer Support Team Lead
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Job Description
Customer Support Team Lead leading engineers who resolve technical storage and large-scale compute issues. Optimizing support operations, escalations, KPIs, and customer-driven product improvements at Vast Data.
Responsibilities:
- Lead a regional team of Customer Success Engineers handling highly technical storage and large-scale compute issues
- Oversee day-to-day customer support operations, including ticket management, response times, and escalations using published runbooks
- Develop and optimize support workflows, processes, and procedures
- Monitor support metrics and KPIs, identify improvement areas, and take corrective action
- Support customers with configuration and daily issues
- Identify high-visibility customer issues and act as a customer escalation liaison
- Engage Customer Success and development engineers as needed
- Manage work schedules and workload distribution, including holiday and weekend coverage
- Review support metrics and KPIs to assess performance and identify improvements
- Advise on process enhancements to optimize workflows and improve the customer support experience
- Prepare reports and dashboards on support performance, trends, and customer feedback
- Communicate support insights, challenges, and recommendations to senior management and leadership
- Collaborate across departments to share customer insights and contribute to product and service enhancements
- Collaborate with Product Development Engineers and Sales Engineering teams on product improvements using market competition knowledge and customer use cases
Requirements:
- Bachelor's degree (U.S. or foreign equivalent) in Computer Science, Computer Information Systems, Electronic Engineering, or related field
- 10 years of experience in the job offered or related role
- 10 years of experience with client protocol debugging, including NFS, SMB, and S3
- 10 years of escalation management experience working with software developers
- 5 years of experience leading continuous process improvement initiatives to enhance system reliability, scalability, and performance
- 5 years of experience preparing and presenting technical status reports, KPI dashboards, and risk assessments to senior leadership and external stakeholders
- 4 years of technical team leadership experience, including guiding and mentoring team members' technical development
- 2 years of experience providing technical direction, task prioritization, and performance oversight for team members
- 2 years of experience conducting resource planning, workload allocation, and capacity forecasting to support project execution
- Domestic travel required 20% of the time to customer sites
Benefits:
- Telecommuting role performed anywhere in the U.S.
- Domestic travel to customer sites required 20% of the time
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