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TITLE

 

Big Data Support Engineering Manager

COMPANY

 

Qubole

LOCATION

 

Bangalore, IN

Description

Qubole, the leading cloud-agnostic, big data-as-a-service provider, is passionate about making data-driven insights easily accessible to anyone. Qubole delivers the industry’s first autonomous data platform. The cloud-based data platform, Qubole Data Service (QDS), removes the burden of maintaining infrastructure of multiple big data processing engines, and enables customers to focus on their data. Qubole customers process nearly an exabyte of data every month. Qubole investors include Charles River, Institutional Venture Partners, Lightspeed, Norwest, Harmony and Singtel Innov8. 
 
Qubole is at a transformative point in our journey -  growing rapidly. We are investing heavily in our services organizations to serve our rapidly-expanding enterprise customer base. We are evolving and scaling our various service offerings. This provides an exciting opportunity for established and proven services professionals to help build world-class programs.
 
High quality and comprehensive customer support is one of the core strengths of Qubole. As we grow globally, we are developing regional teams to deliver globally-organized customer success services, which includes the technical support engineering service.  As the Regional Support Engineering Manager, you will be responsible for providing the highest quality technical service to Qubole customers - primarily in APAC and EMEA - and drive amazing performance from the Qubole Technical Support Engineering team.

What you'll be doing

    • Hire, train, lead, and drive amazing performance from our Technical Support Engineering Team
    • Manage the team to meet or beat all customer-committed service level agreements
    • Drive the highest levels of customer satisfaction and lowest customer effort score
    • Handle escalated issues from customers and regular case reviews with key customers
    • Manage staffing and on-call responsibilities for regular 16-hour working days across multiple shifts and off-hours on-call support
    • Manage organized customer communications and driving issue resolution during critical situations
    • Assist with difficult incident resolution issues for customers
    • Build strong relationships cross-functionally with leaders and individuals in Product Management, Engineering and DevOps to drive issue resolution, bug fixes and product supportability improvements
    • Drive support engineering improvements for people, process and technology uplifts including metrics and reporting to measure success
    • Drive customer self-service content to the Qubole community
    • Mentor staff members, develop career plans and grow talented individuals within the organization and to advanced roles within the company

Required experiences and skills

    • Bachelor Degree in computer science or an equivalent degree
    • 7+ years experience in IT
    • 3+ years in managing support teams of 5+ team members
    • Excellent communication skills
    • Team player with strong interpersonal skills
    • Experience in supporting massive-scale systems including SaaS, NaaS or other hosted or managed services
    • Customer-centric support experience including working effectively with a diverse set of customers in multiple delivery locations
    • Detailed understanding of SaaS and cloud-hosted technologies including architecture, data flow, service control plane
    • Strong technical troubleshooting skills
    • Ability to produce and drive team performance through process and metrics

Having these will set you apart as a candidate

    • Masters Degree in computer science or related field
    • Experience leading a global support organization
    • Experience with troubleshooting highly complex Java applications and Python code
    • Knowledge and experience with technologies of cloud providers including AWS, Azure, Oracle and Google
    • Experience with big data technologies including Hadoop, Spark, Hive, Presto
    • ITIL certification
    • Fluency in multiple languages

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