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Domino Data Lab

Building the platform that enables thousands of data scientists to develop better medicines, grow more productive crops, build better cars, or simply recommend the best song to play next.

Technical Support Manager
San Francisco, CA, US
Remote
Job Description / Skills Required

Domino is helping the world run on models. Data Science teams at model-driven companies use our platform to accelerate breakthrough research, increase collaboration, and rapidly deliver high-impact models. Our customers are sophisticated analytical organizations including Allstate, Dell, and Bristol-Myers Squibb. Backed by Sequoia Capital, Zetta Venture Partners, Bloomberg Beta, and Coatue Management, we are at the epicenter of the data science revolution: helping companies build better cars, develop more effective medicine, or simply recommend the best song to play next.

We’re seeking a Technical Support Manager to run our US Support team within the Engineering organization. This individual will be team-oriented, technically skilled, experienced in supervising and mentoring teams of engineers, and will be able to approach complex challenges with a creative and versatile mindset.  One of Domino’s core values is Customer Devotion, so this position will be vital to ensuring our client organizations are maximizing the value of Domino’s platform and that workflows are operating smoothly at all times. 

Responsibilities

Support Team Management

  • Manages activities of team members
  • Hires and trains new Technical Support Engineers
  • Sets clear, aggressive (but realistic) objectives
  • Communicates organizational and other relevant updates
  • Ensures workload is balanced and managed among team members
  • Identifies training needs for team members and uses all available means to ensure those needs are fulfilled
  • Responsible for designing and documenting career paths for Technical Support Engineers

Customer Support

  • Occasionally works directly with customers to handle and diffuse escalations
  • Determines if and when assigning tickets to senior resources is appropriate
  • Assists in identifying new support-related features/products
  • Ensures all publicized and contractual service level agreements are met

Process Improvement/Optimization

  • Assists Senior Director of Support Engineering in designing and improving process or operational policies
  • Assists Senior Director of Support Engineering in identifying solutions to common challenges that can and should be implemented
  • Monitors and maintains team’s key metrics (Customer Satisfaction, Customer Effort, Case Closure Times, First Call Resolution, etc.)
  • Ensures Technical Support personnel are delivering on primary objectives (i.e. high customer satisfaction, timely case resolution), as well as secondary objectives (publication of FAQs, completion of assigned projects, etc.)

Cross-Functional Collaboration

  • Establishes and maintains relationships with engineering and software development
  • Recommends changes to products or services to fulfill customer needs
  • Assists in maintaining or improving systems used to coordinate communications between Support, Customers, other internal teams, etc.

Qualifications

  • 1.5-4 years experience managing a Technical Support team at a software company
  • At least 4 years of experience in a customer-facing role
  • Ability to learn quickly
  • Excellent communication (verbal and written) and client management skills
  • Effective delegation of tasks and projects
  • Ability to coordinate efforts with other functional teams
  • Expertly manages customer expectations and diffuses situations while conforming to company policies and standards
  • Ability to detect and address process bottlenecks
  • Empathy: can connect with and persuade demanding enterprise customers
  • Exceptional ability to build trust with peers, managers, and executives
  • Strong time management and multitasking skills
  • Powerful “customer intuition”: the ability to anticipate questions and concerns from customers before they arise
  • Integrity: an intrinsic drive to honor any commitments

Experience with the following is a plus:

  • Familiarity with the Linux command line and server administration
  • AWS, Azure, GCP, Rancher, Tanzu, EKS, AKS, GKE, etc
  • Docker and Kubernetes
  • Python and/or R
  • Ubuntu and/or CentOS
  • Hadoop and/or Spark