Customer Support Team Lead

🕒 September 5

🇺🇸 United States – Remote

💵 $150.6k - $210k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 7%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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VAST Data

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🤖 Artificial Intelligence

💰 $83M Series D on 2021-05

Artificial Intelligence

VAST Data is the data platform company for the AI era, focused on delivering scalable performance and simple data management to enhance productivity for workload-intensive applications. Founded in 2019, it has become the fastest-selling data infrastructure startup in history, specializing in cloud storage, data storage, flash storage, and universal storage. VAST particularly targets innovations in deep learning, all flash, QLC flash, and NVMe technologies, making it a vital player in the data center architecture and storage solutions market.

📋 Description

• Lead a regional team of Customer Success Engineers handling highly technical storage and large-scale compute issues • Oversee day-to-day customer support operations, including ticket management, response times, and escalations using published runbooks • Develop and optimize support workflows, processes, and procedures • Monitor support metrics and KPIs, identify improvement areas, and take corrective action • Support customers with configuration and daily issues • Identify high-visibility customer issues and act as a customer escalation liaison • Engage Customer Success and development engineers as needed • Manage work schedules and workload distribution, including holiday and weekend coverage • Review support metrics and KPIs to assess performance and identify improvements • Advise on process enhancements to optimize workflows and improve the customer support experience • Prepare reports and dashboards on support performance, trends, and customer feedback • Communicate support insights, challenges, and recommendations to senior management and leadership • Collaborate across departments to share customer insights and contribute to product and service enhancements • Collaborate with Product Development Engineers and Sales Engineering teams on product improvements using market competition knowledge and customer use cases

🎯 Requirements

• Bachelor's degree (U.S. or foreign equivalent) in Computer Science, Computer Information Systems, Electronic Engineering, or related field • 10 years of experience in the job offered or related role • 10 years of experience with client protocol debugging, including NFS, SMB, and S3 • 10 years of escalation management experience working with software developers • 5 years of experience leading continuous process improvement initiatives to enhance system reliability, scalability, and performance • 5 years of experience preparing and presenting technical status reports, KPI dashboards, and risk assessments to senior leadership and external stakeholders • 4 years of technical team leadership experience, including guiding and mentoring team members' technical development • 2 years of experience providing technical direction, task prioritization, and performance oversight for team members • 2 years of experience conducting resource planning, workload allocation, and capacity forecasting to support project execution • Domestic travel required 20% of the time to customer sites

🏖️ Benefits

• Telecommuting role performed anywhere in the U.S. • Domestic travel to customer sites required 20% of the time