Support Manager

As the Technical Support Engineering Leader , you will utilize your passion for helping others to ensure that our Developers and Enterprises are successful in their use of DataStax products and solutions. This is a continuous learning and teaching role where you will develop and share your knowledge of troubleshooting, configuration, and exciting new technologies inclusive of and complementary to Apache Cassandra and DataStax Enterprise.What you will do:? Delivery of superior-level service to end-user customers, and functioning aspoint-of-contact for escalated issues to ensure appropriate response and focus ofsupport teams? Manage the hiring, development, and retention of technical support engineers andenhance their technical, communication, and business skills to deliver quality service topartners and customers.? Ensure adherence to response-time and response-quality SLAs, that workload isbalanced across engineers, and that the team delivers on their commitment to customersuccess.? Implement, maintain, and enhance escalation processes and procedures and the on-callschedule and systems to ensure that service and customer satisfaction goals areconsistently exceeded.? Compile, analyze, and report on support metrics and work with product and engineeringteams to communicate hot issues, customer/partner needs, priorities, and to driveproduct improvement.? Develop and execute strategic and operating plans, working hand in hand with othersupport leaders.? Contribute to the direction of support infrastructure, processes, and systems to increasethe quality and efficiency of support.? Tracking, monitoring and reporting on department operations, and closely managecritical customer accounts to develop path to issue resolution Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise ? 7-9 years of relevant experience? Demonstrated experience supporting enterprise level, mission-critical applications? Mature and seasoned manager excelling in customer communication, problem-solving,and comfortable presenting to executives as well as front-line staff? Previous account management or account executive skills desired, with ability toorganize and track multiple projects? Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis.? Must exhibit an effective customer service attitude and be able to lead a team inresolving difficult customer situations.? Technically sound, able to lead and participate in technical discussions and work on basic technical cases when required? Experience managing technical support operations in a distributed environment? Skilled in leading and motivating talented support engineers.? Knowledge and proficiency in staff scheduling, workload analysis, performancemanagement, and interviewing skills.? Ability and comfort in dealing with difficult employee or customer issues, and in ensuringpositive interactions even when message content is difficult or critical.? Must be motivated by challenges and be able to offer multiple solutions for a problem.? Proven track record of identifying and developing innovative enhancements to Support process and methodology.? Able to develop individual and team objectives to contribute positively to organizational goals and direction Preferred technical and professional experience ? Supporting Apache Cassandra environments or other relational and/or alternativedatabase technologies? Experience supporting various types of DBaaS and associated cloud environments.? Strong understanding of Generative AI concepts and emerging trends in AI research.? Strong understanding of Java, Python, and/or another programming language? Strong Linux and Networking skills navigation and tools? Familiarity with open source software a plus