The opportunity
Technical Services has over 500 team members in offices spanning the entire globe. The team operates out of 16 locations including offices in New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, and Dublin.
What you'll do
A minimum of five (5) years practical experience running a technical support: team or organization, including experience coordinating high profile customer escalations, collaborating with other internal engineering departments, and working closely with sales teams
Strong people management skills with a track record of building and managing: individuals with a strong focus on customer experience and technical excellence
Ability to think on your feet, remain calm under pressure, and solve problems in real-time
Ability to lead-by-example with strong diagnostic and troubleshooting skills
Adept at setting clear expectations for individuals to help strengthen: specific skills and provide guidance for career development as well as serving the daily interrupt driven needs of a busy technical support organization
Ability to understand customer business drivers and use cases
What they're looking for
- A customer advocate who can mitigate and drive issues as appropriate
- Is comfortable engaging in hiring decisions, performance management,: translating company and the organization’s goals down to team and individual levels
- Ability to articulate and calibrate communication style based on audience,: from highly technical to executive level
- Prior work at a database company, specifically in the NoSQL space, or a: similar highly concurrent distributed system used in production architectures
