Head of L3 Technical Support Engineer

INFINIDAT • Boston, MA

1d

About The Position

At Infinidat, a Lenovo company, we empower enterprises and service providers with cutting-edge storage platforms that redefine performance, reliability, and cyber resilience at scale. We are looking for a manager to lead our group of Enterprise Storage Technical Support. As the leader of the Development Support organization, you will be responsible for driving operational excellence across the teams, ensuring effective resolution of critical customer issues, and partnering closely with R&D to address complex technical challenges. You will balance short-term execution and escalation management with long-term organizational development, process optimization, and continuous improvement initiatives.

Requirements

• Proven experience leading managers and global technical teams.
• Strong background in enterprise storage, Linux, networking, and customer support organizations.
• Experience managing complex customer escalations and cross-functional initiatives.
• Strong leadership, communication, and stakeholder management skills.
• Ability to drive organizational change, process improvements, and operational excellence.
• Technical knowledge of SAN/NAS storage, Linux administration, and enterprise infrastructure.
• The position requires a willingness to work during weekends and holidays when needed

Nice To Haves

• Experience with virtualization, containers, scripting, or backup technologies

Responsibilities

• Lead and develop multiple global technical teams through their managers.
• Own the resolution of critical customer escalations and complex technical issues.
• Drive operational excellence, process improvements, and global alignment.
• Partner with R&D, Product, and Customer-facing teams to improve customer outcomes.
• Ensure high levels of customer satisfaction and service delivery.
• Provide leadership, coaching, and strategic direction to managers and senior technical contributors.
• Prioritize resources and initiatives to maximize business impact

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed