Alta Hypercare Support Manager
About The Position
Join a passionate, high-energy team dedicated to delivering world-class solutions and ensuring customer success. In this unique role within the growing Alta Support organization, you will tackle evolving challenges and drive excellence through the following responsibilities: Lead Critical Escalations: Serve as the primary owner for high-priority escalations and manage the team responsible for at-risk accounts to ensure rapid resolution and long-term customer health. Drive Root Cause Analysis: Conduct thorough RCAs and post-mortem reviews for service disruptions to develop actionable playbooks and prevent future issues. Enable Continuous Improvement: Provide detailed insights on global and account-specific outages to influence product roadmaps and optimize internal support processes. Strategic Resource Management: Analyze operational data to propose annual staffing levels and resource allocations that align with customer support demands. Foster Cross-Functional Synergy: Partner with Product, Engineering, and Sales teams to instill a sense of urgency and resolve complex technical or account-related hurdles. Champion the Customer Voice: Engage directly with customers through onsite and remote meetings to understand their unique needs and deliver tailored technical solutions. Master Resolution Tools: Utilize and advocate for key support tools across all service groups to streamline troubleshooting and accelerate issue closure. Cultivate Brand Champions: Transform critical account situations into success stories by ensuring immediate engagement and high-quality service delivery.
Requirements
- Bachelor’s Degree in Computer Science, Math, or related discipline
- 4+ years managing technical teams required, or 8 years of equivalent work experience
Responsibilities
- Serve as the primary owner for high-priority escalations and manage the team responsible for at-risk accounts to ensure rapid resolution and long-term customer health.
- Conduct thorough RCAs and post-mortem reviews for service disruptions to develop actionable playbooks and prevent future issues.
- Provide detailed insights on global and account-specific outages to influence product roadmaps and optimize internal support processes.
- Analyze operational data to propose annual staffing levels and resource allocations that align with customer support demands.
- Partner with Product, Engineering, and Sales teams to instill a sense of urgency and resolve complex technical or account-related hurdles.
- Engage directly with customers through onsite and remote meetings to understand their unique needs and deliver tailored technical solutions.
- Utilize and advocate for key support tools across all service groups to streamline troubleshooting and accelerate issue closure.
- Transform critical account situations into success stories by ensuring immediate engagement and high-quality service delivery.
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
