Manager of Technical Support (East Coast)

The Manager of Technical Support at Aerospike is responsible for leading a team of Support Engineers in delivering a premium customer experience. This role involves managing all aspects of people management, assisting engineers with prioritizing their case work, managing escalations, and ensuring process compliance. The ideal candidate is independent, proactive, results-oriented, and collaborative, with a strong technical aptitude and experience in managing technical support professionals. They will also have excellent knowledge of the Linux operating system, understanding of cloud and on-premise environments, and experience working with Federal customers.

• Managing a team of Support Engineers in the United States to achieve business objectives around KPI attainment and operational excellence.
• Setting team goals in alignment with Global Support objectives, and assisting direct reports in the definition and attainment of individual goals.
• Ensuring that direct reports leverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers.
• Delivering regular, actionable feedback on individual performance in terms of agreed upon objectives and employee development goals.
• Managing and communicating about customer escalations for your direct reports when necessary.
• Getting involved in a hands-on capacity to help customers be successful with Aerospike technology.
• Advocating for customers and defining ways to continually add value to the customer experience.
• Serving as a manager, mentor, knowledge resource, and escalation point for your direct reports, building credibility and trust within your team.
• Participating in the manager rotation for on-call coverage, ensuring a response to all customer escalations that occur during your assigned shift, and responding to requests from Support leaders.
• Participating in ongoing discussions around strategic vision for the team.
• Participating in projects when possible and as desired.
• Must be a US Citizen.

• Minimum of 3 years managing technical support professionals. Minimum 7 years of experience in a technical support role.
• Excellent experience with the Linux operating system. Certification(s) are desirable.
• Understanding of Cloud and on-premise environments.
• Experience working with Federal customers and being able to support FedRAMP initiatives.
• Strong technical aptitude, especially in the area of database and cloud technology.
• Must be a US Citizen.

• Manager rotation for on-call coverage
• Response to customer escalations during assigned shift
• Participation in ongoing discussions around strategic vision
• Participation in projects
• Opportunity to work with Federal customers and support FedRAMP initiatives
• Strong technical aptitude in database and cloud technologies
• Excellent written and verbal communication skills
• Proactive and energetic approach to career
• Ability to multi-task and perform effectively under pressure
• Confidence in dealing with all levels of management
• Ability to understand and escalate issues efficiently
• Comfortable hosting calls with multiple attendees
• Aptitude for negotiating firmly but fairly
• Ability to work in ambiguous environments and collaborate with team members
• Ability to attract, hire, and retain high-performing support professionals
• Opportunity to work with NoSQL solutions and distributed systems
• Experience with container orchestration environments
• Experience with deployments in AWS, GCP, Azure
• Equal Opportunity Employer
• Salary Range: $160,000 - $180,000