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Datadirect Networks, Inc. SR DR WW Customer Support in Colorado Springs, Colorado

OVERVIEW DataDirect Networks ( is a world leader in massively scalablestorage. We are the leading provider of data storage and processing solutionsand professional services that enable content-rich and high-growth ITenvironments to achieve the highest levels of systems scalability,efficiency and simplicity. DDN enables enterprises to extract value anddeliver results from their information. Our customers include the world'sleading online content and social networking providers, high performancecloud and grid computing, life sciences, media production organizationsand security and intelligence organizations. JOB DESCRIPTION We are currently seeking the Senior Director of WW Customer TechnicalSupportAs the Senior Director of WW Customer Technical Support with DDN, Inc.,you will be the leader of a team that provides technical support to customersfor AI/ML and High Performance Computing (HPC) data storage in DDN s keymarkets of Life Sciences, Financial Services, Manufacturing, Media,Academia and Government. We are looking for an individual with the experience and talent todramatically improve and simplify the support process, liaising closely withproduct management and engineering to build new systems for a better customerexperience. You will be a critical part of our team with an ongoing mission todiagnose issues more accurately and faster across a diverse product range,and perform simpler, quicker customer system upgrades. The route to achievethis will be through interacting with your counterparts in engineering andproduct management and support staff to drive entirely new methods into theprocess (cloud analytics, more efficient data collection, tighterupgrade processes that take advantage of engineering enhancements).Responsibilities for this role include but are not limited to: * Responsible for WW Technical Support including the L1 SupportOrganization and the Advanced Support Organization * Responsible for interfacing with the Japan Support Organization andensuring the appropriate communication/escalation structures are in place * Responsible for interfacing with the L3 Support Organization whichresides within Engineering including elevating the appropriate Defects(DEs) or making the appropriate recommendations for improvement in the RAScapabilities of the product (RFEs) * Responsible for interfacing with the Call Center, Logistics and FieldTechnician organization to ensure the smooth handling of parts and on-sitelabor requirements * Ensure implementation of best practices especially focused on datadriven methodologies * Define reporting standards and performance management standards acrossthe organization * Focus on maximizing the productivity of the organization by utilizingtechnology to reduce/automate time consuming human efforts * Have prior experience with defining new or improving existing supportinfrastructure and systems to enable data driven optimizations within theorganization * Identify and collaborate with Product Management on Product changes toreduce cost and improve efficiency of Support * Maintain on going contact with key customers to ensure issues areunderstood and customer satisfaction is maximized * Maintain strategic partnerships with all functional groups within DDNincluding but not limited to engineering, manufacturing, sales,marketing, product management, logistics, training, and field service Qualifications for this role are: * Bachelor's degree, preferably in Business, Management, orEngineering or equivalent functional experience * High-end IT Systems Customer Support domain experience, preferstorage experience * Proven abilities in relationship building between organizations andwithin their organization * Prior technical experience of leading a worldwide support organizationand the ability to scale to a $500M company with $1B+ installed base ofhighly sophisticated equipment * Eagerness to understand customers ne