Head of Support

About DoubleCloud

At DoubleCloud, we pioneered the first managed ClickHouse service in 2018, which has since grown to serve over 500 customers. Our engineers contribute significantly to leading open-source technologies like ClickHouse, PostgreSQL, Odyssey, and WAL-G. 

Since 2021, we've partnered with more than 100 companies to leverage analytics tools such as ClickHouse, BigQuery, Redshift, MySQL, Postgres, and Kafka. 

Eventually, we've developed a data platform that helps businesses build end-to-end modern data stacks and real-time analytics with fully managed open-source technologies.

About the Role

We are seeking an enthusiastic and experienced leader to head our globally distributed Technical Support Team. In this role, you will work on existing processes, provide leadership, and foster development for team members. Support is central to our business, and we are looking for someone who shares this passion.

Responsibilities

• Process Development: Manage support team processes, driving continuous improvement through automation, training, and tool enhancements.
• KPI Management: Take ownership of team KPIs, ensuring consistently high service levels for both the team and our customers.
• Collaboration: Work with departmental managers and outsourced providers to enhance DoubleCloud's support function, streamlining escalations between levels.
• Knowledge Management: Oversee Level 2 support's knowledge library, developing and improving our knowledge base.
• Team Building: Collaborate with the People-Team to hire and onboard new team members for L1 & L2 Support.
• Training & Development: Build training plans for new team members and conduct regular performance reviews.

Requirements

• Experience: Proven experience in building and leading customer-facing technical support teams.
• Support Processes: Expertise in establishing and managing support processes such as Ticket Management, Request Management, Problem Management, and Knowledge Base Management.
• Project Management: Strong project management skills with the ability to handle multiple projects, prioritize tasks, and meet deadlines.
• Availability: Willingness to be on-call as needed.

Preferred Qualifications

• Cloud Experience: Hands-on experience with AWS, Azure, and/or GCP.
• SaaS/PaaS Knowledge: Familiarity with platforms like Snowflake, Databricks, MS SQL, and Oracle.
• Open-Source Solutions: Experience with open-source technologies such as Kafka, Postgres, Elastic, Kubernetes (K8S), and ClickHouse.
• Service Management Tools: Proficiency with tools like Jira, HubSpot, PagerDuty, etc.

DoubleCloud Culture

As a team, we work in a startup-like agile rhythm. We help and inspire each other, try new things and learn new lessons. We are here for each other, and we ensure each individual has everything they need to reach their goals. We are here to build the best possible product and want our customers to get the most value of it.

DoubleCloud is proud to be an equal opportunity employer. Simply put, we do not discriminate which means we treat everyone with respect. Diversity, equity and inclusion are fundamental principles at DoubleCloud. 

We're a global and diverse team full of positive vibes, and we love it that way.

Benefits & Perks

To reward our employees for the great work they're doing, we offer several perks and benefits, including:

• Exceptional medical benefits
• Paid parental leave 
• For WFH: Home office expenses reimbursement options 
• For remote coworking: office space or coworking expenses reimbursement
• Flexible vacation and paid sick leaves
• Retirement plan
• And plenty more…

Interested?

If you are passionate about leading a dynamic technical support team and driving customer satisfaction, we want to hear from you. Contact us or share this opportunity with someone you think would be a great fit.