Technical Customer Support Manager

Kinetica DB
Arlington, VA
Aug 17, 2019
Aug 20, 2019
Full Time
Company DescriptionThe Kinetica Active Analytics Platform combines streaming and historical data with location intelligence and machine learning-powered analytics. Organizations across automotive, energy, telecommunications, retail, healthcare, financial services, and beyond leverage the platform's GPU-accelerated computing power to build custom analytical applications that deliver immediate, dynamic insight. Kinetica has a rich partner ecosystem, including NVIDIA, Dell, HP, and IBM, and is privately held, backed by leading global venture capital firms Canvas Ventures, Citi Ventures, GreatPoint Ventures, and Meritech Capital Partners. For more information and trial downloads, visit or follow us on LinkedIn and Twitter.Job DescriptionKinetica is looking for a highly technical and hands-on customer support manager eager to help customers succeed. As a manager for the support team you will partner with customers from all around the world running Kinetica Active Analytics Platform in different environments on a daily basis, which results in opportunities to learn and help shape the future of the product with your feedback. You will get your hands dirty by working on resolving complex and challenging issues and provide guidance and mentorship to customer support engineers. If you are driven, smart and thrive when solving challenging problems then this is the right place for you. Responsibilities: Become an SME on Kinetica Analytics PlatformMeasure and manage team proficiency as well as SLA's and resolution timesDrive complex tickets to resolutionWork as a liaison between the customer and engineering teams to manage escalationsWork closely with customer success team to ensure customer satisfaction and manage customer expectations appropriatelyMentor and provide tools and guidance to support engineersAnalyze customer support processes periodically and adjust as needed to provide a better customer experienceReview, write and publish knowledge base articles to help facilitate self-service supportFind creative solutions to challenging and complex problems through analytical and highly technical troubleshooting skillsFind and implement ideas to increase customer satisfaction and the customer experience when interacting with the support teamDedicated and flexible schedule - availability to sometimes work on weekends as required for On-Call rotation Qualifications Solid communications skills (verbal and written)5+ years in a customer-facing leadership role managing a globally distributed teamDemonstrated strong customer service focus, analytical, problem-solving and team-building capabilitiesDemonstrated hands-on experience troubleshooting highly complex issuesUnderstanding of enterprise-level environmentsAbility to function in an ambiguous, fast-paced work environmentHands-on experience with customer supportHands-on experience with Unix/LinuxStrong understanding of SQLKnowledge of at least 1 of the following languages: Python, Java, Javascript, C# or C++Right balance between customer service and engineering skillsStrong understanding of Machine Learning (bonus) Additional InformationAll your information will be kept confidential according to EEO guidelines.