Manager of Technical Support

About Aerospike

At Aerospike, we dream big. Our focus is helping companies tackle seemingly insurmountable problems and doing what’s never been done before. That is why we developed the world's leading real-time data platform that powers mission-critical applications at the world's most innovative, category-disrupting companies. 

Our customers have deployed extreme-scale real-time applications to fight fraud, dramatically increase shopping cart size, enable global digital payments, and deliver hyper-personalized user experiences to tens of millions of customers. Customers like Airtel, Experian, Nielsen, PayPal, Snap, Verizon Media, Wayfair, and many others rely on Aerospike as the data foundation for the future to help them act in the microsecond moments that matter. Aerospike is headquartered in Mountain View, California, and has a global presence with offices in London, Bangalore, and Tel Aviv.

Job Description

• Managing a team of Support Engineers in the United States to achieve business objectives around KPI attainment and operational excellence. 
• Setting team goals in alignment with Global Support objectives, and assisting direct reports in the definition and attainment of individual goals. 
• Ensuring that direct reports leverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers.  
• Delivering regular, actionable feedback on individual performance in terms of agreed upon objectives and employee development goals.  
• Managing and communicating about customer escalations for your direct reports when necessary. 
• Get involved in a hands-on capacity to help customers be successful with Aerospike technology.
• Advocating for customers and defining ways to continually add value to the customer experience. 
• Serving as a manager, mentor, knowledge resource, and escalation point for your direct reports, building credibility and trust within your team. 
• Participating in the manager rotation for on-call coverage, ensuring a response to all customer escalations that occur during your assigned shift, and responding to requests from Support leaders.
• Participating in ongoing discussions around strategic vision for the team. 
• Participating in projects when possible and as desired.