Technical Support Manager
As part of the Couchbase Technical Support team, you will be responsible for all Technical/Customer Support activities related to Couchbase products for all customers worldwide. Specifically, you will manage day-to-day operations of Technical Customer Support, lead the team with a hands-on approach to create a sense of urgency and quality, as well as provide high quality customer support in a 24x7x365 environment for problem response and resolution within committed service levels.
Responsibilities (in addition to the above):
• Establish, track, monitor and report on actionable metrics and KPIs
• Measure and maintain high customer satisfaction
• Identify problems early and work them to resolution with customer and internal teams
• Develop, manage, and maintain strong relationships with customers
• Negotiate and constantly improve internal service level agreements between Services and Engineering
• Manage escalation of critical customer issues, working closely with Engineering, Services, Account Relationship Management, Customer Success and Product Management teams
• Hire, train, maintain and mentor a staff of seasoned customer support personnel (full-time and contract, as necessary)
• Adopt and continuously improve support management tools and self-service resources to provide customers with highly effective and responsive support options
• Disciplined in the strict adherence to established methods and procedures
• Lead Customer Support teams in the establishment, documentation and adherence to repeatable processes, including quality control
• Communicate effectively up and down the chain
• Lead analysis and troubleshooting efforts for customer escalations
• Work closely with development team to escalate recurring issues for root-cause resolution
• Escalation management for internal and external customers
• Release management for customer-facing software releases
Desired Skills & Experience
Requirements:
• BS in Computer Science, Engineering or equivalent experience in software and/or a technologically relevant field
• 4+ years of support services experience in global enterprise software
• 4+ years of experience in supporting highly scalable enterprise software solutions
• Must have demonstrated experience in leading and managing worldwide, distributed customer support teams
• Must be a hands-on manager with willingness to drill into technical details and fix customer issues as needed
• Experience with networking products, servers and supporting data center requirements is required
• Experience in database software solutions is highly desired
• Should have a high level of technical savvy, and ability to communicate effectively with engineers and sophisticated technology customers
• Must bring a reputation of credibility and integrity
• Exceptional analytical skills, including the ability to figure out how things should work, and to identify patterns and trends
• Excellent interpersonal, leadership, organizational and project management skills
• Must pay attention to detail, ability to work and succeed in a fast-paced environment
• Self-directed with a strong entrepreneurial spirit
Couchbase is a leading company in distributed non-relational database (NoSQL) technology. We are behind some of the world's largest Web businesses, including Zynga, AOL, the BBC and ShareThis. Our core technologies power 18 of the top 20 largest websites and are found on over 10 million desktop deployments worldwide. We are a well funded and rapidly growing startup led by a dream team of industry veterans. Join us!
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