Director of Tier 3 Support LiveVox

Position Summary

LiveVox has an immediate opening for a talented Director of Tier 3 Support to provide technical capabilities and management. LiveVox provides a cloud based contact solution, which enables our clients to reach out to their contacts via Voice, SMS, and email. Our current stack consists of LAMP, Java, Oracle, VoIP, and SMS.

Were looking for a Director who likes to get their hands dirty and is capable of managing a team of expert troubleshooters. Youll be responsible for leading the resolution of cases from customers and escalations from the n-Tier organization. Ideally, at some point in your career, you will have been a software engineer in Java, Perl, or C++. You will have a good understanding of the way that databases work, and will have experience in Oracle, SQL Server, or MySQL.

RESPONSIBILITIES

Act as the main support contact for any and all critical operational incident escalation as they occur or when appropriate.
Evaluate issues to distinguish when more research is needed and when to escalate to the appropriate Engineering personnel.
Identify recurring issues and recommend changes to methods, processes, systems, and technologies to improve operations and prevent future incidents.
Drive post incident review activity to prevent repeat incidents and identify learning and improvement opportunities.
Follow issues through to completion and communicate status back to Tier1 and Tier2 managers.
Help to provide the organizational goal of 100 system uptime.
Manage and keep current a caseload of ongoing Tier3 issues.
Lead weekly support meetings communicating to upper management.
Contribute to an environment that encourages information sharing, cross training and an absolute focus on resolving customer issues effectively within all technical component owners team.

QUALIFICATIONS

BS degree in Computer Science or related engineering field.
A minimum of 2-3 years work experience as a software engineer using Java, Perl, or C++.
A minimum of 2-3 years work experience with Oracle, SQL Server, or MySQL.
A minimum of 2-3 years work experience in a relevant Technical Support field.
Excellent leadership qualities required to lead and manage high performing teams which deliver business value.
Strong knowledge and experience in IT methodologies.
Proven technical IT skills: incident management, change/release, availability, continuity, service optimization, operational cost control.
Flexibility in scheduling with a willingness to work non-standard hours at times.
Must be able to communicate fluently in English, both written and verbal.
Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change.
Outstanding management, interpersonal, communication and organizational skills.

Notes:

LOCAL SF BAY AREA CANDIDATES no relocation.
You must be authorized to work in the United States on a full-time basis for any employer. We will not consider candidates who have their H1B1 visa sponsored by another firm.

Location:	450 Sansome Street Suite 610 San Francisco, CA 94111 United States