The SDA Technical Lead is a product support expert on multiple Carbon Black products.  This is a critical role in the Support Organization to ensure the technical success of the Global Service Desk team and our ability to provide expert level Technical Support to the rapidly expanding customer base.

The Technical Lead for the SDAs is seen as a highly respected trusted mentor/leader within Service Desk team, Entire support team, Customer Success, Sales, IT and Engineering teams.  

You are a mentor to the team, expanding their level of customer care, triage/troubleshooting skills, product and processes knowledge and 3rd party product dependencies (Operating System, SQL etc..)

This is a great leadership opportunity for someone with a background supporting Carbon Black products that has a passion for diving into technical issues and also has an interest in building the frontline teams technical strength in the organization by leading the team's technical success!   This role crosses into training, processes management and governance that impact the entire Support Organization.

Essential duties & responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty.

Essential responsibilities include:
 

• Take ownership for the technical success of the Service Desk team members across all Carbon Black products
• Run daily case review meetings that cover multiple geographies to help move cases forward through knowledge and guidance
• Train and mentor team members to increase product, OS and triage/troubleshooting knowledge for the team to have the ability to deliver front line support on Carbon Black products
• Work with Global Service Desk Manager on developing a technical career path for team members through technical assessment and mentor feedback  
• Help drive a consistent customer centric approach within the global team through quality of case and call handling, focus on timely updates and a sense of urgency
• Provide exceptional customer support while owning cases and responding to requests for technical support during peak volumes to ensure SLA requirements are met– Approximately 20% of time
• Highly visible on UeX community helping customers and building self-help content
• Participate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledgebase
• Maintain SDA training material on all product releases, new features and related 3rd party products
• Stay up to date on the knowledge of the Carbon Black products roadmap, release schedule and new features.  
• Contribute feedback to PM/Development on product improvements to enhance supportability including input to and monitoring of EAP and CD releases  
• Work closely with the other product Tech Leads to exchange and share knowledge, identify trends and deliver a unified message to the support team on technical issues.
• Own the governance program related to process and procedures within support and ensure up to date at all times
• Work with support, cloud ops and development teams to compile RCA for delivery to customer on all Cloud Server Critical (P0) cases
• Other projects as assigned
• Model VMWARE core values

Qualifications & requirements:

• 7+ years of overall experience with enterprise products in a technical customer facing role
• 3+ years working with one or more Carbon Black products
• Deep knowledge of Windows, OSX and Linux platform experience with supporting technologies/products
• Operational experience with MS SQL Server technologies
• Excellent training and mentoring skills
• Certification in the enterprise security space
• Experience supporting multiple, simultaneous engagements
• Familiarity with software distribution, patch management, and anti-viral technologies
• Excellent analysis and debugging skill
• Programming experience a plus
• Ability to function as an individual contributor and/or a member of a team
• Ability to work a day shift with responsibilities for an on call after hours rotation

Category : Client Support
Subcategory: Product Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2020-08-07

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