Director, NOC & Support
About The Position
We’re looking for a Director of Network Operations Center (NOC) & Support to lead and evolve our NOC team, ensuring world-class support for our customers and partners. This Director position is a critical, client-facing role that involves interpreting and translating customer needs, in collaboration with the Technical Support team and other internal teams, to identify the best path forward for the Customer. It is a strategic leadership role responsible for driving operational excellence through data-driven decision-making, scalable processes, and a strong culture of accountability and continuous improvement. The ideal candidate is a hands-on leader with a passion for building high-performing teams, using KPIs to guide outcomes, and delivering a proactive, customer-first support experience that aligns with Scale Computing’s V.O.I.C.E. core values and support philosophy. You’ll work cross-functionally with engineering, product, and customer success teams to ensure a seamless and resilient customer experience at scale.
Requirements
- 5+ years in Leadership managing large, distributed teams serving a worldwide customer base across multiple time zones
- Excellent verbal and written skills are a must
- The ability to lead technical people and train new employees on common approaches to troubleshooting, while not becoming mired in the day-to-day problem solving directly, is a must
- Diverse exposure and understanding of a variety of operating systems and virtualization platforms, and understanding of the interaction of the different layers of technology (Network, storage, etc.)
- A solid technical background and technical knowledge of computer hardware and software architecture, operating systems, virtualization, networking, and storage; experience with Linux, Windows, Linux command line, and third-party applications. Knowledge of current Hyperconvergence Edge technologies and emerging trends
- A customer-first mindset, passion for helping others, and ability to stay calm under pressure
- Bachelor’s degree in a related field (e.g., Information Technology, Engineering, Computer Science) required
- Minimum 5 years of related industry experience
Nice To Haves
- Relevant technical certifications are preferred
- Experience managing in a multilingual environment a plus
Responsibilities
- Lead hiring, onboarding, and ongoing training for a 24x7x365 Network Operations Center, supporting both on-site and remote staff.
- Defining, tracking, and reporting on KPIs to measure success of the team and find opportunities for efficiencies
- Maintain close relationships with customers to proactively identify pain points and partner with internal stakeholders on new solutions or software initiatives
- Promote a culture of operational discipline, proactive problem-solving, and excellence in customer support
- Support escalations and high-impact customer issues as needed
- Other responsibilities as assigned
Benefits
- Health benefits start on first of the month following date of hire
- 401(k), FSA, HSA
- Fully stocked kitchen
- Casual dress code
- Paid company holidays
- Discretionary time off policy
- Flexible work environment and an opportunity to grow as we grow
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What This Job Offers
Job Type
Full-time
Career Level
Director
