Department : Client Services
Reports to : Director of Client Services
Location : Portland, OR
Summary of Role
Are you passionate about customer success? Do you love leading teams? Do you love strategizing, solving problems, and helping others to ensure it never has to be solved twice? At Puppet Labs we're passionate about service and the success of our customers. We're hiring a Support Director to lead our customer-focused team of support engineers.
In this role, you will position the team to provide world-class customer support to our global customer base. You will create a vision for the team's strategy and work with leadership to execute on the strategy successfully. You will act as a mentor and coach for Support Engineers and be an escalation point for client issues. You may grow several team leads and managers across different geographic locations. You'll engage our community; facilitate customer feedback to product management, and act as a liaison between our Support Team and other internal teams.
5+ years experience managing and growing a technical Support team
Excellent leadership skills, with proven success in leading, engaging and motivating staff, as well as working effectively across departments.
Excellent time and project management skills
Experience generating and interpreting support delivery key metrics
Experience supervising staff, including hiring, performance management, team building, etc.
Support Leadership experience in an open source/enterprise software company
Strong customer relations & presentation skills
Excitement about working with Puppet
Passion for problem solving
Ability to travel up to 25% nationally and internationally
Preferred but not required:
Experience in Linux/Unix system administration.
Familiar with source control systems such as Git.
Experience with Puppet or other configuration management tools
Please include a cover letter with your application describing why you are interested in working for Puppet Labs, and how you feel your experience fits the listed qualifications of the position.
Puppet Labs - 17 months ago
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Based in Portland, Oregon, Puppet Labs creates IT automation software which enables system administrators to deliver the operational agility...