Big Data Support Engineering Manager Job Description Template
Our company is looking for a Big Data Support Engineering Manager to join our team.
Responsibilities:
- Mentor staff members, develop career plans and grow talented individuals within the organization and to advanced roles within the company;
- Manage the team to meet or beat all customer-committed service level agreements;
- Manage organized customer communications and driving issue resolution during critical situations;
- Drive the highest levels of customer satisfaction and lowest customer effort score;
- Assist with difficult incident resolution issues for customers;
- Manage staffing and on-call responsibilities for regular 16-hour working days across multiple shifts and off-hours on-call support;
- Hire, train, lead, and drive amazing performance from our Technical Support Engineering Team;
- Handle escalated issues from customers and regular case reviews with key customers;
- Drive support engineering improvements for people, process and technology uplifts including metrics and reporting to measure success;
- Drive customer self-service content to the Qubole community.
Requirements:
- Detailed understanding of SaaS and cloud-hosted technologies including architecture, data flow, service control plane;
- Customer-centric support experience including working effectively with a diverse set of customers in multiple delivery locations;
- Experience in supporting massive-scale systems including SaaS, NaaS or other hosted or managed services;
- 3+ years in managing support teams of 5+ team members;
- Team player with strong interpersonal skills;
- 7+ years experience in IT;
- Ability to produce and drive team performance through process and metrics;
- A bachelor s degree in Computer Science or equivalent;
- Excellent Communication skills;
- Strong technical troubleshooting skills.