Manager, NOC & Technical Support
About The Position
Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide. We’re looking for a Manager of NOC & Technical Support who is a hands-on leader responsible for driving team performance, operational excellence, and customer outcomes across the support organization. This role bridges frontline support with strategic direction, ensuring that day-to-day support operations align with the broader business goals and deliver a consistently high-quality customer experience. This position plays a critical role in translating customer needs into actionable improvements, working cross-functionally with engineering, product, and customer success to identify the best path forward for both the customer and business.
Requirements
- 3+ Years of managing a team of 10 or more
- Strong leadership ability and people management skills
- Excellent verbal and written skills are a must
- Proficient time management and task prioritization skills
- 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) or relevant work experience
- Minimum of 3 years of related industry experience
Nice To Haves
- Relevant technical certifications are preferred
- Experience managing in a multilingual environment is a plus
Responsibilities
- Lead, mentor, and develop support engineers and team leads across all tiers (T1 - T3)
- Own day-to-day support operations, including queue health, SLA adherence, and case quality
- Drive team performance through clear metrics, accountability, and regular coaching
- Manage high-impact customer escalations and ensure a timely resolution
- Analyze support metrics (SLA, AHT, MTTR, CSAT, etc.) to inform decisions and improvements
- Establish and refine scalable processes for case management, escalations, and workflows
- Act as the voice of the customer by identifying trends and driving cross-functional improvements
- Partner with engineering, product, and services to resolve systemic issues and improve outcomes
- Support onboarding, training, and knowledge management to improve team capability and efficiency
- Performs additional functions and duties as assigned
Benefits
- Comprehensive benefits including medical, dental, and vision starting 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
Manager
Number of Employees
11-50 employees
