Director of Supportability

San Mateo, CA

Posted: 12/05/2018 Industry: Product Management Job Number: 23437
Category : Product Management
Location/City : CA - San Mateo
Area Code : 208
Job Type : 1: Full Time
Country/Locale :
Id : 23437

Director of Supportability
San Mateo, CA
Our client provides security intelligence and management solutions to help organizations of any size protect their most valuable information. Their platform uniquely combines a data lake for unlimited data collection at a predictable price, machine learning for advanced analytics, and automated incident response into an integrated set of products.  Role:
This role leads the elite team that serves as the senior technical point of contact for the Customer Support organization and cross-functionally, particularly with Product Management and Engineering. You will need very deep technical skills, exceptional bedside manner with customers and colleagues and an analytic disposition.  Responsibilities:
Ensure all customer issues are progressing expeditiously within the Customer Success and Engineering teams, intervening when appropriate.
Serve as the primary resource to the Customer Success team to expedite resolution of the most difficult technical issues.
Participate in customer escalation calls, when appropriate. Occasional onsite customer assistance expected.
Intervene proactively with the Customer Success and Engineering teams for issues that are not progressing expeditiously.
Serve as the main point of contact to Engineering for escalated issues.
Serve as the main point of contact with Product Management on product roadmap and develop and execute Customer Success readiness plans for new versions and products.
Through regular analysis, provide Customer Success's product quality and supportability improvement priorities.
In collaboration with Customer Success leadership, develop skill development plans for Support Engineers and Technical Account Managers Requirements:
5+ years experience as L3 and Supportability Engineer or Technical Product Champion, preferably with a cybersecurity technology company.Demonstrated experience with leading resolution of complex technical issues, including orchestrating internal, cross-functional resources, interaction with multiple customer touch points.
Mastery of data analysis to provide actionable product quality and supportability improvements.
Highly approachable, collaborative disposition.

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