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Lead a regional team of Customer Success Engineers at VAST Data, a developer infrastructure company specializing in large-scale storage and compute solutions. You will oversee day-to-day operations including ticket management, response times, and escalations using established runbooks. Your responsibilities include developing and optimizing support workflows and procedures to enhance team efficiency and effectiveness.
Monitor and analyze support metrics and KPIs to track team performance, identify improvement areas, and implement corrective actions. Provide technical support to customers on configuration and troubleshooting of complex storage and compute issues, identify high-visibility customer problems, and serve as an escalation liaison ensuring appropriate Customer Success and development engineers are engaged.
Manage work schedules and workload distribution across the support team to ensure optimal coverage and responsiveness, including holiday and weekend coverage. Prepare regular reports and dashboards on support performance, trends, and customer feedback. Communicate support insights, challenges, and recommendations to senior management and leadership teams.
Collaborate cross-functionally with Product Development Engineers and Sales Engineering teams to identify areas for product enhancement and continuous improvement. Leverage your knowledge of market competition and customer use cases from past and current experience to contribute to product development and service enhancements. This role requires strong technical acumen, leadership capability, and a customer-centric mindset.
