Director, NOC & Support at Scale Computing INC

Austin, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Jun, 26

Salary

0.0

Posted On

05 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Hiring, Onboarding, Training, KPI Tracking, Customer Relationship Management, Operational Discipline, Problem-Solving, Customer Support, Escalation Management, Staffing Plans, Performance Reviews, Troubleshooting, Operating Systems, Virtualization Platforms, Hardware Architecture, Networking

Industry

IT Services and IT Consulting

Description

Description Job Type: Full-time, On-site Department: Technical Support Reporting to: Vice President, Network Operations Center Who we are Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide. Who We’re Looking For We’re looking for a Director of Network Operations Center (NOC) & Support to lead and evolve our NOC team, ensuring world-class support for our customers and partners. This Director position is a critical, client-facing role that involves interpreting and translating customer needs, in collaboration with the Technical Support team and other internal teams, to identify the best path forward for the Customer. It is a strategic leadership role responsible for driving operational excellence through data-driven decision-making, scalable processes, and a strong culture of accountability and continuous improvement. The ideal candidate is a hands-on leader with a passion for building high-performing teams, using KPIs to guide outcomes, and delivering a proactive, customer-first support experience that aligns with Scale Computing’s V.O.I.C.E. core values and support philosophy. You’ll work cross-functionally with engineering, product, and customer success teams to ensure a seamless and resilient customer experience at scale. Responsibilities Lead hiring, onboarding, and ongoing training for a 24x7x365 Network Operations Center, supporting both on-site and remote staff. Defining, tracking, and reporting on KPIs to measure success of the team and find opportunities for efficiencies Maintain close relationships with customers to proactively identify pain points and partner with internal stakeholders on new solutions or software initiatives Promote a culture of operational discipline, proactive problem-solving, and excellence in customer support Support escalations and high-impact customer issues as needed Other responsibilities as assigned Supervisory Responsibilities This position supervises a team of 30+ technical individuals in a 24x7x365 environment who work both on-site and/or remotely Responsible for coaching, performance reviews, staffing plans, and fostering a collaborative and accountable team culture Requirements Qualifications 5+ years in Leadership managing large, distributed teams serving a worldwide customer base across multiple time zones Excellent verbal and written skills are a must The ability to lead technical people and train new employees on common approaches to troubleshooting, while not becoming mired in the day-to-day problem solving directly, is a must Diverse exposure and understanding of a variety of operating systems and virtualization platforms, and understanding of the interaction of the different layers of technology (Network, storage, etc.) A solid technical background and technical knowledge of computer hardware and software architecture, operating systems, virtualization, networking, and storage; experience with Linux, Windows, Linux command line, and third-party applications. Knowledge of current Hyperconvergence Edge technologies and emerging trends A customer-first mindset, passion for helping others, and ability to stay calm under pressure Experience managing in a multilingual environment a plus Education and Experience Bachelor’s degree in a related field (e.g., Information Technology, Engineering, Computer Science) required Relevant technical certifications are preferred Minimum 5 years of related industry experience Work Environment and Physical Demands This is a largely sedentary role which requires extended periods of time working on the phone and using a mouse, keyboard, and computer. It will occasionally require the ability to lift equipment and packages May require occasional evening or weekend availability for escalations or critical issues. Standard office environment; requires regular use of Apple Mac computers, softphones, and office equipment such as printers and scanners Perks of Scale Computing Health benefits start on first of the month following date of hire 401(k), FSA, HSA Fully stocked kitchen Casual dress code Paid company holidays Discretionary time off policy Flexible work environment and an opportunity to grow as we grow Scale Computing is a global business with offices around the world, thousands of customers, and countless applications running on our industry-leading platforms. We enjoy this success because we have made a conscious effort to build this company by hiring amazing people. Scale Computing was founded on the belief that transparency and collaboration create a culture of ownership, success, and empowerment; more empowered employees are more productive employees. At Scale, we build empowerment through diversity and our core values of the V.O.I.C.E. of the Customer. Scale Computing is an equal-opportunity employer. All final candidates will be subject to a pre-employment background check.

Responsibilities

This role involves leading the hiring, onboarding, and training for a 24x7x365 Network Operations Center team, while also defining, tracking, and reporting on KPIs to measure team success and efficiency. The director must maintain close customer relationships, promote operational excellence, and support high-impact escalations as needed.