Responsibilities

·       Lead a team of customer engineers delivering customer care experience.
·       Create a high performing team culture that values diversity, individual growth, and continuous learning
·       Proactively monitor and enabled your team to support technically complex and critical issues in a 24x7x365 global team environment
·       Periodically adjust working hours according to business needs, including weekends, and participation in on-call rotations.
·       Recognize customer’s operational and support trends, share insights and recommendations to engineering, customers, and account team to prevent repetition of similar issues.

Qualifications

• 8+ years of direct customer engagement experience, either in an engineering role with a strong customer focus, or a field role with a strong technical focus
• 5+ years of people leadership experience
• S./B.A. Degree in Computer Science, Engineering, or related field.
• Excellent written and verbal communication skills
• Excellent technical and functional design skills, with demonstrated ability to learn new technology quickly
• Demonstrated passion for data driven decision making
• Strong critical thinking and problem-solving skills with a bias towards leading through example
  
• Willingness to travel (domestic and international) – up to 25% travel is required