The Support Manager is a key technical leader in our Support organization. A successful Support Manager will be an advanced technical support engineer, professional leader, and project manager on the support team. They will continuously show dedication to go above and beyond for our internal and external customers and have Scale’s best interest in mind.

This position will work directly with Support Engineers of all levels, focusing on the overall team health in the organization via impactful metrics, processes, training, and cross-functional project involvement. The ideal candidate will lead, mentor, and expand our team of support professionals by fostering a culture of excellence, accountability, and continuous learning.

As needed, the Support Manager will work with the Supervisors and Management team to identify technical needs, resources, fixes, training, and education and make recommendations to help Scale Computing innovate our products. The Manager’s focus is on determining 'what' it is their unit does and the metrics needed (i.e., purpose, function, and roles) and doing so in a manner that furthers the organization's larger goals.

Great candidates will look like this:

• Strategic thinker with a customer-first mindset and enjoys troubleshooting and problem-solving analytically
• A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment
• Embraces and leads changing priorities and can work in a fast-paced environment
• An excellent communicator who is efficient and effective with customers and colleagues via web conferences, email, and in-person
• A motivated self-starter who thrives on prioritization and follow-through
• Passionately creative in mindset and has the ability to adapt quickly to evolving business needs
• Exhibits excellent leadership and people management skills, with the ability to inspire and develop high-performing teams

Responsibilities

• Serve as a resource for teammates on policies and procedures
• Analyze support metrics and KPIs to identify customer and employee trends, address areas of concern, and implement process improvements
• Evaluate and refine the customer’s technical support experience using feedback (metrics, surveys, etc) to provide the best experience possible
• Provide leadership and direction to improve the daily operations of the Support Team.
• Ensure the team meets or exceeds service level agreements (SLAs)
• Define and collect KPIs to manage capacity planning and escalation management
• Deliver targets to Supervisors and assist them in managing the team to these expectations
• Closely interact with Software Development and Product Management teams to align recurring issues and product roadmap goals
• Research and investigate escalated cases as necessary to identify and raise trends to the appropriate teams
• Be a conduit for information bi-directional informational sharing on (suspected) current bugs, workarounds, software updates, and releases
• Manage communications about escalated issues with other Scale Computing staff and with Customers, if necessary
• Maintain in-depth technical knowledge of all Scale Computing products
• Constantly evaluate and refine the technical support staff experience to maximize efficiency while maintaining a high level of positive motivation (i.e. keep it fun)
• Lead the hiring and onboarding program to ensure continuity in technical expertise and team atmosphere
• Performs additional functions, duties, and specific tasks and duties of a similar nature and scope as necessary to achieve strategic business objectives
• Establish and maintain effective working relationships with subordinates, peers, and supervisors

Requirements, useful skills, and experience

• 3 Years of management of a team of 10 or more Technical Support Engineers
• Strong leadership ability and people management skills
• Excellent communication skills (written and oral)
• Proficient time management and task prioritization skills
• Exceptionally motivated and motivational
• Extreme attention to detail
• Steady composure in the face of difficult situations
• Management of Technical Support Engineers in support of complex software and hardware issues
• Experience with Scale Computing products
• Knowledge of current Hyperconvergence, Edge technologies, and emerging trends