Remote Customer Support Team Lead (Technical)

Drive Capital; United States; On-site; USD 151,000 - 210,000; Full time

Job summary

Vast Data, Inc. is seeking a Customer Support Team Lead to oversee a regional team of Customer Success Engineers handling highly technical storage and compute issues. This telecommuting role in the U.S. requires strong leadership, escalation management, and process optimization to ensure top-tier support.

You will drive metrics, collaborate with product and sales engineering groups, and ensure effective customer issue resolution with timely reports to leadership. Domestic travel is required.

Qualifications

• Bachelor's degree 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 with software developers.
• 5 years of experience leading continuous process improvement initiatives to enhance reliability, scalability and performance.
• Preparing and presenting technical status reports, KPI dashboards, and risk assessments to senior leadership and external stakeholders.
• 4 years of technical team leadership, mentoring team members' development.
• 2 years of experience providing technical direction, task prioritization and performance oversight; capacity planning and workload forecasting.

Responsibilities

• Lead regional team of Customer Success Engineers in handling highly technical storage and compute issues.
• Oversee day-to-day operations, including ticket management, response times, and escalations using runbooks.
• Develop and optimize support workflows, processes, and procedures for efficiency.
• Monitor support metrics and KPIs to improve performance and identify areas for improvement.
• Support customers in configuration and issues, identify high-visibility issues, and act as escalation liaison.
• Manage schedules and workload distribution for optimal coverage, including holidays and weekends.
• Communicate insights and recommendations to senior management and leadership teams.
• Collaborate with Product Development Engineers and Sales Engineering for product improvements.

Skills

Technical leadership

Escalation management

KPI dashboards

Resource planning

Stakeholder communication

Education

Bachelor's degree in Computer Science, Computer Information Systems, Electronic Engineering or related field

Tools

NFS

SMB

S3

Job description

Vast Data, Inc. is seeking a Customer Support Team Lead to oversee a regional team of Customer Success Engineers handling highly technical storage and compute issues. This telecommuting role in the U.S. requires strong leadership, escalation management, and process optimization to ensure top-tier support.

You will drive metrics, collaborate with product and sales engineering groups, and ensure effective customer issue resolution with timely reports to leadership. Domestic travel is required.