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Technical Support Manager

TenOneTen Ventures

TenOneTen Ventures

IT, Customer Service
Bengaluru, Karnataka, India
Posted on Thursday, October 7, 2021
Due to its remote and hybrid culture, Alation conducts all of its interviewing and onboarding virtually.
Big Data isn’t a problem. It’s an opportunity.
At Alation, we help people find, understand, and trust data. So they not only excel in their work — they drive value for their enterprise, team, and role. In the words of one customer, “Alation makes me look like a rockstar.”
We help companies like Pfizer and Salesforce empower their people with the best data every day. As a platform for innovation, Alation helps customers create game-changing solutions (like a program for early-stage disease detection with Pfizer) and connect people to great data in less time (like Salesforce, whose analysts can now find data 35% faster). And we’re just getting started.
With more than $340M in funding - valued at over $1.7 billion and 450+ customers with household names - Alation is poised to capitalize on data as an opportunity. Headquartered in Silicon Valley, Alation was named to Inc. Magazine’s Best Workplaces list for the fourth time. Do you want to join a team that welcomes new ideas, supports your growth, and recognizes your unique value?
Join us!
As a Manager of Technical Support at Alation you will lead the day to day operations of a team of Technical Support Engineers. You are leading a customer-facing team as a key leader in the customer success organization. You will be responsible for directly monitoring, reporting, and driving improvements to team-level metrics and KPIs, acting as an escalation point with customers and internal teams, and optimizing and developing support processes and tools. Your work will be cross-functional and will involve working with engineering, QA, DevOps, product management, and sales.

What you’ll be doing:

  • Manage a team of senior-level Technical Support Engineers
  • Develop capacity forecasts and resource allocation models to ensure proper coverage
  • Drive the scaling, onboarding, and ongoing specialization of the team
  • Implementing innovative process to increase support efficiency and increasing overall customer satisfaction
  • Handle customer escalations and assist with troubleshooting and triaging incidents
  • Manage the backlog and ensure that Support SLAs and KPIs are met
  • Partner with Engineering & Product to prioritize issues and product improvements

You should have:

  • 10-12 years of enterprise application support or operations experience, supporting customers in On Premise, Cloud, and Hybrid setups.
  • Excellent communication skills, with a strong ability to discuss complex technical concepts with customers, engineers, and product managers
  • Prior experience managing a team of frontline and senior-level Support Engineers
  • Solid understanding of data platforms, data management, analytics or the BI space
  • Excellent communication skills, with a strong ability to discuss complex technical concepts with customers, engineers, and product managers
  • Self-starter with strong creative problem-solving, facilitation and interpersonal skills
  • First-hand leadership experience working in a global organization and partnering with regional managers and leads to ensure a seamless customer experience
  • Experience troubleshooting Linux and running shell commands
  • Understanding of Relational Databases, such Oracle and Postgres. SQL is a must.

A big plus if you have experience in the following areas:

  • Postgres (DB internals)
  • Elasticsearch, NoSQL, MongoDB
  • Hadoop Ecosystem (Hive, HBase)
  • Cloud technologies and frameworks such as Kubernetes and Docker
  • Experience scoping or building tooling to improve the support experience
More About Alation
Our founders have come together from different backgrounds: business, engineering, and design. This unique mix from our founding team is important to the Alation culture story. Today, our team consists of creators and communicators with varied backgrounds - from Stanford, to the Indian Institute of Technology, big companies and one-person startups, the United States, and abroad. We continue to seek ever more diverse perspectives as we grow.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on
the basis of race, name, religion, color, national origin, gender identity and expression, sexual orientation, age, marital status, veteran status, or disability status.
Why Alation?
- Market-Leading Data Catalog Provider
- High-growth, collaborative environment with diverse and inclusive teams
- Continuous learning, enrichment and development opportunities
- Competitive pay and health offerings
- Flexible time off to relax and recharge
and much, much more!
By submitting your application, you agree to Alation’s Global Privacy Notice for Candidates. If you are submitting this application on behalf of another individual, you represent that you are authorized to submit this application on their behalf and accept the Notice.