Customer Support Manager | #1232

This company is a Big Data, Cloud company projected to double over the next two years.

KEY RESPONSIBILITIES:
Provide management oversight and technical direction to the customer support team

Define and Manage support queues, including assignment, RCA tracking, and case closure

Managing multiple, concurrent customer support issues

Work closely with the company’s internal teams to ensure successful case resolution including working the product engineering teams

Prioritize case management and resolution in order to ensure progress

Work with support team members on regular personal and team development initiatives

SKILL & QUALIFICATIONS:
Experience with relational database and transaction processing

Experience with data replication and change data capture concepts

Experience with Oracle, and SQL Server

Experience with Hadoop (Hortonworks, Cloudera or MapR)

Experience with Amazon Web Services, Microsoft Azure or Google Cloud infrastructures

Experience with DB2, Teradata, MySql would be an advantage

Be comfortable working under pressure

Data warehouse and data mart concepts would be an advantage

At least 10 years of Customer support or Post sale experience

At least 5 years leading and managing technical support teams

Have an understanding of the needs and expectations of enterprise level customers

Have a methodical and organized approach to problem solving

Be experienced in managing remote team members

Be comfortable with hands-on diagnosing of problems on both Windows and Linux platform

Scripting language and coding skills would be an advantage

Able to communicate effectively and patiently with customers, team members and senior management, both verbally and in writing