Director of Technical Support Composite Software
THIS JOB HAS EXPIRED Reports to: SVP of Engineering
Composite pioneered the data virtualization category, one of the hottest enterprise IT markets today. Composite, as the data virtualization gold standard, continues to grow rapidly to meet this accelerating demand. Composite is adding an ?A player? Director of Technical Support to our sales team.
Composite Software is looking for a Director of Technical Support. In this leadership role, the candidate will be responsible for oversight of the technical solution and support groups within the company. The full-time candidate will be responsible for handling customer escalations, measuring and managing customer satisfaction for our products, and work well with engineering and QA teams on improving product quality and supportability.
The ideal candidate for this role will have a proven track record of building and managing a high-performance technical support organization. The candidate should be customer focused, as well as fairly technical to dive deep into product issues. The candidate should be able to build rapport with internal teams while working in an agile, constantly changing environment. The candidate should also be familiar with support-centric metrics in addition to driving internal initiatives while continuously improving support and responsiveness of the organization.
Daily management of objectives, priorities, tradeoffs, escalations and risks of technical support organization
Provide leadership, guidance and mentoring to the team members
Participate in engineering discussions with PM, QA and Engineering to drive product quality initiatives
Manage customer escalations through the organization and rally internal resources to resolve product problems
7+ years management experience building, scaling and managing high-performance technical support organizations
Strong communication and presentation skills
Technical expertise with Java-based middleware platforms such as Oracle, SAP, Tibco, VMWare etc.
BS in computer science or equivalent
Experience working in an agile development process
Programming skills in Java, C# is highly desirable
||2655 Campus Drive |
San Mateo, CA 94403
THIS JOB HAS EXPIRED