Customer Support Manager (North America - Remote)

at  GridGain Systems

CUSTOMER SUPPORT MANAGER

LOCATION: North America - Remote (this is a remote role but candidate must be physically located in the United States OR Canada)

QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience in customer support, with a focus on java based distributed applications and enterprise middleware products.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Experience in managing and operating applications in one of the major cloud providers.
• Ability to troubleshoot and resolve technical issues effectively.
• Experience in implementing IT Service Management practices and improving support processes.
• Familiarity with Agile development methodologies is a plus.

ABOUT THE ROLE:

We are seeking a highly skilled and motivated Customer Support Manager to join our dynamic and globally distributed team. The ideal candidate will have a strong technical background in Java based applications, excellent communication skills, and a passion for delivering exceptional customer service. As a Customer Support Manager, you will play a crucial role in ensuring our customers receive the timely support they need to maximize the value of their mission-critical GridGain deployments.

RESPONSIBILITIES:

• Team Leadership:
• Lead and manage a team of first-line and L3/L4 customer support engineers.
• Provide guidance, mentorship, and training to the support team.
• Maintain a basic understanding of local labor laws for your geographically distributed team.
• Foster a positive and collaborative team environment.
• Customer Engagement:
• Establish and maintain strong relationships with customers to understand their needs and expectations.
• Act as the primary point of contact for escalated customer issues.
• Work closely with the R&D, Customer Success, and the Sales teams to understand, address and resolve customer concerns.
• Technical Expertise:
• Gain a deep understanding of the GridGain platform to effectively guide your team and assist customers.
• Collaborate with the R&D team to stay current on product features, updates, and technical specifications.
• Oversee the operations of GridGain’s SaaS platform, including reporting on SLAs and outages.
• Process Improvement:
• Identify opportunities for improving support processes and customer satisfaction.
• Implement and streamline support workflows to enhance efficiency.
• Establish, monitor, and report on key performance indicators (KPIs) for the support team.
• Analyze support metrics to identify trends and areas for improvement.
• Training, Onboarding & Documentation:
• Create and maintain comprehensive documentation, including FAQs and troubleshooting guides, to assist both customers and support team members.
• Develop and deliver training programs for new support team members.
• Conduct ongoing training sessions to keep the team updated on product features and best practices.