Data Direct Networks Technical Support Manager in Wheatridge, Colorado
We’re the storage company that doesn’t talk about IOPS, dollars-per-gigabyte or other table stakes. We have fundamentally changed the way you operate by using storage to speed development cycles, simplify management and predict your every need as you scale. We’ve been fortunate to work with some of the best and the brightest innovators. For the past 12 years, our team has kept us at the forefront of storage technology, and has provided the foundation for enabling businesses to push the limits of “what can be done.” These innovations take research and discovery to the next level, enabling them to discover cures to disease, observe global warming patterns, model innovative automotive and aerospace designs, discover new sources of energy, make communities safer, and accelerate business results across a wide variety of industries. We’re results-driven and are looking for talented people with the passion to leverage their experience and contribute beyond the narrowly-defined scope typically found in big corporations. Our culture combines the innovation, intensity, and energy of a start-up with over two-decades of stable operations. If you’re yearning for an environment that’s highly energized, collaborative, and rewarding, we’d like to hear from you.
Job Description / Expected Duties
As Manager of Technical Support, you will have the responsibility to manage a highly skilled technical support team. You will work closely with the Technical Support Management team and other supporting functions in delivering overall superior service and support to our customers.
This position reports directly to the Director of Global Customer Support.
Location – Wheatridge, Colorado
Monday – Friday, 7:00 am – 4:00 pm, Mountain Time
Provide superior technical support and service to the Tintri customer base
Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution
Manage and develop the support teams, including hiring, professional development and proactive project work
Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management
Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
Bachelor’s degree in Computer Science, Computer Engineering or equivalent combination of education and experience.
6+ years of relevant experience in the software industry with a minimum of 3 years in technical support management, including people management and 24x7 support operations
The ability to diagnose complex problems and deliver analyses/root causes across a stack of complex applications, OS, Network switching and storage elements.
Must have experience providing technical support on virtualization and/or storage products.
Working knowledge of popular hypervisors such as VMware, Xen and Hyper-V highly desirable
Expertise in VMware, Microsoft products, ZFS (OpenSolaris/illumos), Citrix, and/or Cisco, UCS preferred
Has a track record of building and managing technical support teams.
Exceptional written and verbal communication skills
Linux and Network experience a plus
Willingness to work outside standard business hours to support customers as needed
External Company Name: Data Direct Networks
External Company URL: www.ddn.com
Street: 4850 Ward Road