Technical Support Manager
- Bangalore, India
Overview
Alation continues to hire for roles at various locations with all interviewing and on-boarding done virtually due to COVID-19 crisis. Everyone new to the Alation team, along with our current workforce, will temporarily work from home until it is safe to return to our offices.
Alation pioneered the data catalog market and today is leading its evolution into a platform for a broad range of data intelligence solutions including data search & discovery, data governance, and digital transformation. Nearly 200 enterprises drive data culture, improve decision making, and realize business outcomes with Alation. For more information, visit https://www.alation.com/
As a Technical Support Manager at Alation you will lead the day to day operations of a team of Technical Support Engineers. You will be responsible for directly monitoring, reporting, and driving improvements to team-level metrics and KPIs, acting as an escalation point with customers and internal teams, and optimizing and developing support processes and tools. Your work will be cross-functional and will involve working with engineering, QA, DevOps, product management, sales and customer success.
Responsibilities
- Manage a team of Technical Support Engineers who provide product support to our customers & partners
- Develop workload capacity forecasts and resource allocation models and own the hiring and recruitment process to ensure proper coverage
- Identify knowledge-skill gaps within the team and collaborate with internal/external groups to fill those gaps
- Handle customer escalations and assist with troubleshooting and triaging incidents, and participate in Executive Business Reviews with key customers as required
- Educate, enable, and manage the onboarding of new Support Engineers
- Manage and maintain a groomed backlog of cases and ensure that SLAs for Response Time & Resolution Time are consistently met
- Observe support trends and patterns and work with Engineering and Product to prioritize customer issues & requests
Requirements:
- 10+ years of B2B enterprise software / application support experience
- 3+ years of experience managing a team of at least 10 technical support engineers
- Bachelor’s degree or equivalent experience in Computer Science or Information Technologies
- Strong ability to discuss technical details and collaborate with engineers & product managers, while clearly communicating with customers
- Self-starter with strong creative problem-solving, facilitation and interpersonal skills
- System integration skills, Linux system administration, SQL experience
- Understanding of application components and functionality; i.e. relational databases, NoSQL databases, web servers
A big plus if you have the following:
- Prior experience supporting On-Prem and SaaS platforms & applications
- Experience with our tech stack (Python, Django, Elasticsearch, Postgres)
- Background with AWS/Azure/GCP
- Knowledge of data platforms, data management, analytics or the BI space
Back to top