Technical Support Manager (San Francisco Bay Area)
Couchbase - Mountain View, CA

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As leader of the Couchbase Technical Support team, you will be responsible for worldwide technical customer support activities related to Couchbase.
You will manage day-to-day operations of Technical Customer Support and should lead the team to provide high quality customer support in a 24x7x365 environment within committed service levels.
Thanks to our fast growing customer base, growing the team will also be a crucial aspect of the role.

Responsibilities

  • Leading and growing worldwide technical customer support team
  • Establish, track, monitor and report on actionable metrics and KPIs
  • Identify problems early and work them to resolution with customer and internal teams
  • Develop, manage, and maintain strong relationships with customers
  • Manage escalation of critical customer issues, working closely with Engineering, Services, Account Relationship Management, Customer Success and Product Management teams
  • Hire, train, maintain and mentor a staff of seasoned customer support personnel (full-time and contract, as necessary)
  • Adopt and continuously improve support management tools and self-service resources to provide customers with highly effective and responsive support options
  • Lead Customer Support teams in the establishment, documentation and adherence to repeatable processes, including quality control
  • Manage analysis and troubleshooting efforts for customer escalations
  • Work closely with development team to escalate recurring issues for root-cause resolution
  • Escalation management for internal and external customers
Requirements:
  • BS in Computer Science, Engineering or equivalent experience in software and/or a technologically relevant field
  • 4+ years of support services experience in global enterprise software
  • 4+ years of experience in supporting highly scalable software solutions
  • 2+ years of experience managing a support team in a startup environment
  • Must have demonstrated experience in leading and growing a worldwide, distributed customer support teams
  • Experience with networking products, servers and supporting data center requirements is required
  • Experience in database software solutions is highly desired; NoSQL experience a big plus.
  • Should have a high level of technical savvy, and ability to communicate effectively with engineers and sophisticated technology customers
  • Exceptional analytical skills, including the ability to figure out how things should work, and to identify patterns and trends
  • Excellent interpersonal, leadership, organizational and project management skills

Couchbase - 20 months ago - save job - block
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