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Senior Manager of Technical Support

Senior Manager of Technical Support at Aerospike.
Aerospike
On-Site
United States
USD 155,000 - 200,000
Job Description
Aerospike is seeking a Senior Manager of Technical Support to lead a team focused on delivering exceptional customer experiences. This role is based in Mountain View, CA. The Senior Manager will oversee a team of Support Engineers, ensuring they effectively resolve technical challenges related to Aerospike products. This individual will be responsible for people management, case prioritization, escalation management, and process compliance. They will also monitor team performance, mentor team members, and contribute to the strategic vision of the support team.

Role Involves:
  • Managing a team of Support Engineers in the United States.
  • Setting team goals aligned with global support objectives.
  • Ensuring direct reports have necessary resources and tools.
  • Delivering actionable feedback on individual performance.
  • Proactively identifying and managing customer escalations.
  • Advocating for customers and enhancing their experience.
  • Serving as a mentor and escalation point for the team.
  • Participating in on-call manager rotation.
  • Contributing to strategic discussions for the team's vision.
  • Traveling to Aerospike Headquarters in Mountain View, CA, quarterly.

Requirements:
  • Minimum of 3 years managing technical support professionals.
  • Minimum 7 years of experience in a technical support role.
  • Familiarity with database products, especially NoSQL solutions/distributed systems.
  • Experience supporting customer managed installations in both Cloud and on-premise environments.
  • Experience with AWS, GCP, and Azure public clouds (certification is a plus).
  • Strong technical aptitude in database and cloud technologies.
  • Detailed and organized with a track record for delivering quality results.
  • Excellent written and verbal communication skills.
  • Excellent technical, troubleshooting, and analytical skills.
  • Must be a US Citizen.

Aerospike offers:
  • Opportunity to work with a leading real-time database provider.
  • A collaborative and dynamic team environment.
  • The chance to shape the future of data management.
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Aerospike

Aerospike is a real-time database company empowering organizations to tackle data challenges with its infinitely scalable, fast, and sustainable solutions. Industry leaders across various sectors trust Aerospike for mission-critical applications demanding extreme performance. Its patented Hybrid Memory Architecture delivers exceptional value for demanding data workloads from edge to core to cloud, differentiating it from legacy NoSQL systems. Headquartered in Mountain View, California, Aerospike operates globally with offices in London, Bangalore, and Tel Aviv. The company is an equal opportunity employer.

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