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7 Alation Jobs
Senior Manager, Technical Support
Alation
posted 9d ago
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Flexible timing
Key skills for the job
Job Description
- Collaboration is at the forefront of everything we do. We strive to bring Manage a team of senior-level Technical Support Engineers
- Develop capacity forecasts and resource allocation models to ensure proper coverage
- Drive the scaling, onboarding, and ongoing specialization of the team
- Implementing innovative process to increase support efficiency and increasing overall customer satisfaction
- Handle customer escalations and assist with troubleshooting and triaging incidents
- Manage the backlog and ensure that Support SLAs and KPIs are met
- Partner with Engineering Product to prioritize issues and product improvements
You Should Have:
- 10-15 years of enterprise application support or operations experience, supporting customers in On Premise, Cloud, and Hybrid setups.
- Excellent communication skills, with a strong ability to discuss complex technical concepts with customers, engineers, and product managers
- Prior experience managing a team of frontline and senior-level Support Engineers
- Solid understanding of data platforms, data management, analytics or the BI space
- Excellent communication skills, with a strong ability to discuss complex technical concepts with customers, engineers, and product managers
- Self-starter with strong creative problem-solving, facilitation and interpersonal skills
- First-hand leadership experience working in a global organization and partnering with regional managers and leads to ensure a seamless customer experience
- Experience troubleshooting Linux and running shell commands
- Understanding of Relational Databases, such Oracle and Postgres. SQL is a must.
A big plus if you have experience in the following areas:
- Postgres (DB internals)
- Elasticsearch, NoSQL, MongoDB
- Hadoop Ecosystem (Hive, HBase)
- Cloud technologies and frameworks such as Kubernetes and Docker
- Experience scoping or building tooling to improve the support experience
Employment Type: Full Time, Permanent
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