Address
Form of work
SalaryCustomer Support Manager
LOCATION: North America - Remote (this is a remote role but candidate must be physically located in the United States OR Canada)
About GridGain
We live in a world that increasingly expects instant gratification. To remain competitive, enterprises must process and analyze extraordinary amounts of information in milliseconds.
GridGain's Unified Real-Time Data platform enables a simplified and optimized data architecture for enterprises that require extreme speed, massive scale, and high availability from their data ecosystem. It seamlessly combines streaming data in-motion and historical data at-rest with compute functionality to help companies handle complex analytical, streaming, and transactional data workloads at ultra-low latencies.
GridGain is trusted by companies like Citi, Barclays, American Airlines, AutoZone, and UPS to manage mission-critical data operations across their businesses.
GridGain is growing! Join the team and play a critical role in a fast-paced Silicon Valley startup that's changing the definition of "real time," and the world's expectations for high-speed data processing, computation, and analytics.
About the role:
We are seeking a highly skilled and motivated Customer Support Manager to join our dynamic and globally distributed team. The ideal candidate will have a strong technical background in Java based applications, excellent communication skills, and a passion for delivering exceptional customer service. As a Customer Support Manager, you will play a crucial role in ensuring our customers receive the timely support they need to maximize the value of their mission-critical GridGain deployments.
Responsibilities:
- Team Leadership:
- Lead and manage a team of first-line and L3/L4 Customer Support engineers.
- Provide guidance, mentorship, and training to the support team.
- Maintain a basic understanding of local labor laws for your geographically distributed team.
- Foster a positive and collaborative team environment.
- Customer Engagement:
- Establish and maintain strong relationships with customers to understand their needs and expectations.
- Act as the primary point of contact for escalated customer issues.
- Work closely with the R&D, Customer Success, and the Sales teams to understand, address and resolve customer concerns.
- Technical Expertise:
- Gain a deep understanding of the GridGain platform to effectively guide your team and assist customers.
- Collaborate with the R&D team to stay current on product features, updates, and technical specifications.
- Oversee the operations of GridGain’s SaaS platform, including reporting on SLAs and outages.
- Process Improvement:
- Identify opportunities for improving support processes and customer satisfaction.
- Implement and streamline support workflows to enhance efficiency.
- Establish, monitor, and report on key performance indicators (KPIs) for the support team.
- Analyze support metrics to identify trends and areas for improvement.
- Training, Onboarding & Documentation:
- Create and maintain comprehensive documentation, including FAQs and troubleshooting guides, to assist both customers and support team members.
- Develop and deliver training programs for new support team members.
- Conduct ongoing training sessions to keep the team updated on product features and best practices.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience in Customer Support, with a focus on java based distributed applications and enterprise middleware products.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Experience in managing and operating applications in one of the major cloud providers.
- Ability to troubleshoot and resolve technical issues effectively.
- Experience in implementing IT Service Management practices and improving support processes.
- Familiarity with Agile development methodologies is a plus.
