Job details

Technical Support Manager

Company Overview

AtScale improves performance and reduces cost of data analytics on big data. We democratize data so users of different BI and analytics tools can leverage the same consistent, governed metrics and data definitions. We also empower AI technologies with powerful metadata to drive data driven decisions.

Job Description

We are looking for an experienced Technical Support Manager to lead our support team and ensure our customers have the best possible experience with the AtScale platform. This role offers the opportunity to work with cutting-edge data technologies while supporting leading enterprises across industries.

As a Technical Support Manager at AtScale, you’ll lead a team of skilled support engineers, ensuring that customers receive timely, high-quality assistance for all technical inquiries related to AtScale products. This role requires a blend of technical expertise, strong customer service skills, and team leadership abilities. You will play a pivotal role in enhancing the overall support experience, implementing best practices, and maintaining high customer satisfaction.

Responsibilities

Team Leadership: Manage and mentor a team of technical support engineers, fostering growth and development while promoting a collaborative team environment.
Customer Support Excellence: Oversee day-to-day support operations, ensuring efficient response times, quality solutions, and exceptional customer satisfaction.
Process Improvement: Continuously enhance support processes, workflows, and policies to improve efficiency, responsiveness, and knowledge-sharing within the team.
Escalation Management: Serve as the primary escalation point for high-priority or complex technical issues, working closely with product and engineering teams to resolve them promptly.
Metrics & Reporting: Track and analyze support metrics (e.g., response times, resolution rates, customer satisfaction scores) to identify areas for improvement and provide regular updates to leadership.
Knowledge Management: Lead the creation and maintenance of technical support documentation, Knowledge Base Articles, and other resources to improve self-service options for customers.
Collaboration: Collaborate closely with product, engineering, and customer success teams to relay feedback, prioritize bug fixes, and enhance the customer experience.
Customer Advocacy: Act as a customer advocate within AtScale, ensuring that the support team communicates customer insights to drive product improvements and enhancements.
Training & Development: Develop training programs and materials for the support team to ensure they are knowledgeable on new product releases, support tools, and best practices.

Qualifications

Experience: 5+ years in a technical support role, with at least 2 years in a managerial or team lead capacity, ideally within the software or cloud industry.
Technical Skills: Strong understanding of cloud-based platforms, SQL, data warehousing, business intelligence, and analytics tools.
Leadership: Proven ability to lead and motivate a technical support team, with a track record of enhancing team performance and achieving high customer satisfaction.
Problem Solving: Excellent problem-solving skills, with the ability to handle complex technical issues and collaborate with engineering for resolution.
Communication: Strong written and verbal communication skills, with an ability to simplify technical issues for customers and stakeholders.
Customer Focus: Passionate about customer experience, with a proactive approach to understanding and addressing customer needs.
Tools: Experience with support and ticketing systems (e.g., Zendesk, Salesforce), knowledge base management, and analytics tools.

Preferred Qualifications

Education: Bachelor’s degree in Computer Science, Information Technology, or related field.
Certifications: Relevant certifications (e.g., AWS, Azure, Google Cloud Platform, ITIL) are a plus.
Industry Knowledge: Familiarity with data virtualization, data engineering, Business Intelligence Tools (Power BI, Tableau, Excel) or big data technologies is a strong plus.

By AtScale

AtScale to provides a single, secured, and governed workspace for distributed data. The combination of the company’s Cloud OLAP Engine, Autonomous Data Engineering™, and Universal Semantic Layer™ powers business intelligence and machine learning, ...

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FUNDING

Growth

DEPARTMENTS

Customer Support

SENIORITY LEVEL REQUIREMENT

Senior

INDUSTRY

Information Technology

TEAM SIZE