Senior Manager, Customer Support (Shift - 12 pm -9 pm EST)

At least 7-10 years of experience working in technical customer support organizations.

At least 3 years’ experience as a people manager in support organizations, including a proven  track record of hiring and mentoring employees.

Manage the business and operational excellence of our customer support organization • Implement the service delivery strategy defined by the organization.

Ensure that quality and service delivery standards are met and exceeded • Collaborate with other organizations such as Sales, Marketing, Operations, Engineering, QA,  and IT to improve overall customer satisfaction objectives

Manage the support operations and performance activities, customer satisfaction  • Drive operational improvements as it relates to customer satisfaction

Represent the Services functions as necessary on product teams and in various other Rubrik  decision-making forums

Manages the activities of a group/department of technical support engineers and leads respon sible for providing remote technical support to resolving customer issues  • Closely monitoring top support issues after product launch, identifying gaps across all Support  tiers worldwide in support tools / resources needed to better support new features.  • Ability to identify support tasks that can be automated

Collect and analyze support center metrics to guide decisions about product and support quality