Customer Support Team Lead with Vast Data, Inc.

VAST Data; New York (NY); On-site; USD 151,000 - 210,000; Full time

Job summary

VAST Data seeks a senior Customer Success Engineering leader to drive a regional team handling highly technical storage and large-scale compute issues. You will oversee ticket management, runbooks, escalations, and process improvements to boost reliability and customer satisfaction.

The role is remote within the United States, with up to 20% travel to customer sites. You will partner with Product Development and Sales Engineering to translate customer feedback into product enhancements.

Qualifications

• Must have at least 10 years in roles involving customer support, escalation, and coordination with software developers.
• Must have 10 years of experience with client protocol debugging (NFS, SMB, S3).
• Must have 5 years leading continuous process improvement initiatives for reliability, scalability, and performance.
• Must have 4 years of technical team leadership including mentoring staff.
• Must have 2 years of directing teams, prioritizing tasks, and capacity planning.

Responsibilities

• Lead regional team of Customer Success Engineers handling highly technical storage and large-scale compute issues.
• Oversee day-to-day operations of the support team, including ticket management, response times, and escalations using runbooks.
• Develop and optimize support workflows, monitor KPIs, and prepare dashboards and reports.
• Collaborate with Product Development and Sales Engineering to identify areas for product improvements.

Skills

Escalation management

Technical leadership

Process improvement

Stakeholder reporting

Cross-functional collaboration

Education

Bachelor's degree in Computer Science or related field

Job description

• Telecommuting role to be performed anywhere in the U.S.

• Telecommuting role to be performed anywhere in the U.S.

Job Duties:

Lead regional team of Customer Success Engineers in handling highly technical storage and large scale compute issues. Oversee the day-to-day operations of the customer support team, including ticket management, response times, and escalations utilizing published runbooks. Develop and optimize support workflows, processes, and procedures to enhance efficiency and effectiveness. Monitor support metrics and KPIs to track team performance, identify areas for improvement, and take corrective action. Support customers in configuration and issues faced daily, including identifying high visibility customer issues, and acting as a customer escalation liaison ensuring needed Customer Success and development engineers are engaged. Manage work schedules and workload distribution within the support team to ensure optimal coverage and responsiveness, including holidays and weekends. Engage in review and discussion of support metrics and KPIs to assess support performance and identify areas for improvement. Advise on process enhancements to optimize support workflows, increase efficiency, and elevate the overall customer support experience. Prepare regular reports and dashboards on support performance, trends, and customer feedback. Communicate support insights, challenges, and recommendations to key stakeholders, including senior management and leadership teams. Collaborate with other departments to share customer insights and contribute to product development and service enhancements. Collaborate with Product Development Engineers and Sales Engineering teams to identify areas of concern or enhancement for continuous product improvement using knowledge of market competition and customer use cases that are from both past and current experience.

Requirements:

Salary: $150,550 - $210,000 /year

• Job Requirements: Bachelors degree (U.S. or foreign equivalent) in Computer Science, Computer Information Systems, Electronic Engineering or related field and ten (10) years of experience in the job offered or related role. Must have ten (10) years of experience with client protocol debugging including NFS, SMB and S3.
• Must have ten (10) years of escalation management experience working with software developers.
• Must have five (5) years of experience with: leading continuous process improvement initiatives to enhance system reliability, scalability, and performance; and preparing and presenting technical status reports, Key Performance Indicator dashboards, and risk assessments to senior leadership and external stakeholders.
• Must have four (4) years of technical team leadership experience, including guiding and mentoring team members' technical development.
• Must have two years of experience with: providing technical direction, task prioritization, and performance oversight for team members; and conducting resource planning, workload allocation, and capacity forecasting to support project execution.

Domestic travel required 20% of the time to customer sites.