Technical Support Manager Panasas
Panasas is seeking a technical support manager to lead a team of highly skilled, and highly motivated technical support engineers. Panasas technical support team operates 24x7 out of 2 call centers to provide its customer with the highest level of customer support. The reporting TSEs are level 2 through 3 responsible for all aspects of the support process. This includes opening cases, troubleshooting failures, dispatching replacements, and working with development engineering. Panasas technical support engineers have an in-depth knowledge of both the storage industry as well as the Panasas parallel filesystem.
Manage a team of highly skilled technical support engineers.
Coordinate the daily activities of the Panasas global services call centers.
Scheduling phone and email coverage for a 2 site 24x7 support offering
Coordinate the handling of customer escalations though the support and engineering organizations.
Handle escalations from the pre-sales team as well as other internal customers.
Collaborate with sales operations to ensure sales contracts are consistently and appropriately applied to customer equipment.
Collect and analyze call center metrics to guide decisions about product and support quality.
Develop and improve call center processes with the goal of increased customer satisfaction.
Recruit and coordinate the training of new technical support engineers.
Collaborate with software engineering to prioritize customer found defects and release schedules.
Engage in new product development with the goal of preparing the support team for release as well as providing valuable feedback on supportability of the product.
Candidates should possess technical competency in Unix/Linux administration and preferably also have technical understanding of networking and storage systems.
Experience leading cross-site teams.
Travel between offices and to occasional customer sites (approximately 10%)
Proven track record for managing and tracking multiple escalations and technical problems concurrently.
2 years experience as a supervisor or tech lead role and 4 years experience in a technical support role
Minimum Requirements Bachelor?s Degree
Panasas, Inc., the leader in high-performance parallel storage for business-critical applications, enables customers to rapidly solve complex computing problems, speed innovation and accelerate new product introduction. Addressing the Big Data market, all Panasas storage products leverage the patented PanFS? storage operating system to deliver superior performance, data protection, scalability and manageability. The company?s global reach extends to 50 countries with a diverse line-up of fortune 500 companies in key verticals including life sciences, finance, oil and gas, government, research, manufacturing and aeronautics.
Panasas has a culture where bright, dedicated people can flourish with the opportunity to shape an industry. To learn more, please visit us at www.panasas.com
Panasas offers a competitive compensation and benefits package with pre-IPO stock. Panasas is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability.
||Pittsburgh, PA |
Provides next generation network attended storage solutions.Investors: Centennial Ventures
, Focus Ventures
, Intel Capital
, Mohr Davidow Ventures
, Novak Biddle Venture Partners All Jobs: at Panasas
|Headquarters:||6520 Kaiser Drive|
Fremont, CA 94555
|Industry:||Computers and Peripherals|
|Company Profile:||Panasas ActiveStor Parallel Storage is the premier storage system for scalable Linux clusters. Panasas delivers exceptional scaling in capacity and performance while extending appliance-like ease of management to a virtually boundless storage system for High Performance Computing (HPC) organizations around the world. All Panasas storage clusters contain the object-based, PanFS parallel file system. Using Panasas storage solutions, organizations can achieve maximum application performance while reducing total cost of ownership (TCO) by driving cost and complexity out of their storage infrastructures. Panasas solutions break the storage I/O bottleneck and are deployed in a broad range of government, academic and Fortune 500 organizations.|
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