Overview /

We’re looking for a Director of Technical Support who is passionate about making customers happy and building and mentoring a small team of customer and production support engineers supporting our SaaS in data centers and AWS. This is a highly visible role that requires an expert in customer management as well as someone who is able to collaborate and communicate with the cross-functional team to deliver a satisfying end to end customer experience. 

Essential Responsibilities /

• Review and improve current support processes and tools (Jira Service Desk, Confluence)
• Ensure appropriate staffing and training of the team
• Partner with Customer Success team and engage with customers to create positive outcomes
• Analyze incoming case volume and content to make recommendations to improve the customer experience, the product, the development process, and influence the product roadmap
• Manage escalations with customers and across the Numerated teams
• Ability to diagnose technical escalations, query database and review data dog error logs for understanding issue and proposing next steps
• Maintain SLAs
• Chair regular customer meetings
• Enforce security standards

Education Requirements /

• Bachelor’s degree in Management Information Systems, Computer Science or Computer Engineering preferred

Work Experience Requirements /

• 6-10 years of experience in Customer Support and/or Production Support
• 3-6 years managing Customer Support and/or Production Support
• Excellent communication skills
• Linux Admin level expertise desired
• Basic understanding of Networking protocols such as DNS, SSH, HTTPS, SFTP
• Understanding of Web Applications
• Knowledge of SQL/Relational Databases required
• Financial services/banking knowledge desired
• Python and Jenkins skills desired
• Experience supporting applications in the cloud (AWS preferred)
• Must be detail-oriented and organized
• CRM and Defect Tracking tool knowledge (Jira preferred)
• Familiarity with SaaS monitoring tools desired (DataDog, PagerDuty, Pingdom, Nagios for example)