Austin Categories:
Support Director-Fulltime Pivot3
THIS JOB HAS EXPIRED
Imagine working for an established company that has:? 17 patented, leading edge innovations in Serverless Computing?
? Double-digit growth for the last two years
? Technology and market leader status in the IP SAN video surveillance and physical security market.
? Solid investors who believe in the direction and growth of Pivot3
Imagine you?re involved in the ?next big thing? with the Wall Street Journal?s ?Next Big Thing? company; a
company that is winning against its competitors, even the big guys.
Imagine what you could do if you became a member of this growing company?
Pivot3 was founded in 2003 on the idea that today's stack of virtual servers, shared storage and networks could
be converged to drive down complexity and cost while dramatically increasing scale-out performance. Today,
Pivot3 has over 600 customers across the globe deploying Pivot3 vSTAC? converged storage and compute
appliances.
Pivot3 products are deployed in the video surveillance and virtual desktop markets, and have seen particular
success in the public sector, transportation, gaming, education and retail vertical segments. The company has won
numerous awards and was most recently selected by the Wall Street Journal for the prestigious "2011 Next Big
Thing" category.
The position of Support Director provides overall management and oversight for the support team within Pivot3.
This team is reasonable for delivering superior technical support to integrators and end-users, allowing them to
effectively deploy and maintain Pivot3?s product line. In this position, the individual leads the team that is
responsible for resolving clients' hardware, software, and network issues. We are seeking a seasoned technical
manager who can lead senior-level engineers. This individual will also have a good working knowledge of various
applications that Pivot3 engages on, including VMS (Video Management Software) and VMware. S/he has
previously run a support business and understands the tools and processes required to run a successful customer
satisfaction, focused team. This position requires excellent communication skills, including good listening skills.
Important skills we are looking for:
? Excellent communication skills in both listening and speaking, especially in relation to phone
communications
? Understands the complexity and processes required to run a support queue
? Exposure to ITIL standards for support business
? Can handle complex and technical situations providing leadership and guidance to the team
? Able to speak to senior levels with a customer / partner ecosystem to ensure escalations are handled
appropriately
? Experience in dealing with global teams
? Can set up new tools and processes around support including knowledge base, case management.? Highly self-motivated and independent
? Well-organized with the ability to multi-task and work with minimal supervision
? Demonstrates strong analytical and troubleshooting skills; mapping symptoms to known issues
? Services customers while truly enjoying building the business
? Demonstrates innovative ideas and positive ?can-do? behavior in the workplace
Here are some of the important job duties:
? Provides world-class customer support, being both responsive and proactive in supporting customer
environments
? Develops and maintains an extensive working knowledge of Pivot3's software and hardware solutions and
services offerings
? Ensures the team is effectively solving support cases, document resolution and ensures corrective actions
are put in place
? Proactively stays current with all the latest technologies concerning Pivot3?s products and the underlying
technologies; appropriately communicates this knowledge to other engineers
? Handles issues that have been escalated up form Sales, Customer Support, and Development
organizations
? Works with support and/or product development personnel to troubleshoot and work around product
issues
? Prioritizes both time and projects, working independently
? Listens, comprehends and communicate effectively
? Can handle irate customers and sales teams in time sensitive situations
Must Haves? for the job:
? Bachelor?s Degree
? 5+ managing a team of support Engineers in a tech support or similar capacity
? 6+ years (prior field experience)
? Strong knowledge of storage technologies: SAN, NAS, DAS, ISCSI, Virtualization, Backup, Recovery,
Replication.
? Implemented process / tools for case management
? Rolled out metrics to track customer sat and response rates
? Excellent knowledge of networking principles and the IP protocol.
? Experience with networking equipment configuration and troubleshooting (CISCO, BROCADE, etc.)
? VMware experience
? Knowledge of Windows Server operating system architecture
? knowledge of Storage Area Networks and storage hardware (RAID)
? Experience working issues/cases and able to support his team in resolving issues
Desirables:
? VMWare VSP and/or VTSP Certification
? MCSE and/or Cisco certification
Pivot 3?s Bragging Board:
? Selected by the Wall Street Business Journal for the ?2011 Next Big Thing? Category
? 1
st
partner certified in VMware?s Rapid Desktop Program? Selected of the top 3 Stevie Awards for 2012, the World?s premier business award
? Earned top awards from Surveillance Industry including Security Sales Integration and GOVIES
(Government Securities) award.
Why we love working here:
? Great opportunities to expand your area of expertise in a fun and energetic work environment
? Collaborative teamwork, everyone wins in discovering new ideas and creating solutions for a cutting-edge
technology
? Having a slice of the pie! Equity participation for all employees
? A culture that values its beginnings yet is employing a focused direction toward continued and vibrant
industry success. We like to win!
? Great Leadership dedicated to growing and developing Pivot3
? Competitive compensation and benefits: medical, dental, vision, 401K
| Location: | Austin, TX United States |
|---|
THIS JOB HAS EXPIRED
Pivot3
Investors: InterWest Partners, Lightspeed Venture Partners, Silver Creek VenturesAll Jobs: at Pivot3
| Web Site: | www.pivot3.com |
|---|---|
| Headquarters: | 6605 Cypresswood Drive Suite 350 Spring, TX 77379 United States |
| Industry: | Computers and Peripherals |
Support Pivot3 with Social Media services
Find more Support Director-Fulltime jobs
