Technical Support Manager
Alation
IT, Customer Service
Chile
Posted on Thursday, March 21, 2024
Alation is looking for an experienced Manager to lead and run the day-to-day operations of a team of Technical Support Engineers. As Technical Support Manager, you will be responsible for directly monitoring, reporting, and driving improvements to team-level metrics and KPIs, acting as an internal technical subject matter expert, and optimizing and developing support processes and tools. Your work will be cross-functional and will involve working with product management, engineering, sales, customer success, and marketing. Experience in a technical support role, proven analytical skills, and strong communication skills are a must. You should be comfortable acting as an escalation point with customers and internal teams and be able to efficiently manage multiple projects, objectives, and deadlines through to completion. Given our rapid growth, the evolution of our ability to support our varying set of constituents at scale is a key company initiative.
Responsibilities:
- Directly manage a team of Technical Support Engineers, guiding and prioritizing their work and ensuring the team has the appropriate tools and training to provide world-class support
- Handle support escalations and assist with troubleshooting and triaging incidents
- Manage and update the technical knowledge base
- Ensure incoming chats, emails, tickets, and calls are handled with the highest level of quality and efficiency
- Improve tools and processes to enable us to deliver support at scale
- Develop and execute action plans that contribute to the team’s and company’s OKRs
- Foster an environment of inclusion and diversity, reinforcing Alation core values and culture.
Desired Qualification and Skills:
- 10+ years of enterprise software support experience, with a minimum of 3 years in a Technical Leadership role
- Prior experience building, leading, and scaling a high-performance, cohesive technical support operation and leading teams of 8-10 people in a managerial role
- Bachelor’s degree or equivalent experience in Computer Science or Information Technologies
- Strong written and verbal skills and the ability to communicate effectively with customers in English
- Exceptional analytical, strategic, and problem-solving skills
- System integration, Linux troubleshooting, and SQL experience are required
- Understanding of application components and functionality; i.e., relational databases, NoSQL databases, web servers
- Experience with SaaS, data management/BI products
- Experience in Red Hat, Centos, and Ubuntu operating systems a plus
- Experience with Python and Java is nice to have
#LI-RB1