As Director of Support and Professional Services, you'll manage the support and professional services teams and collaborate with the developers and product teams on characterizing, reproducing, and fixing issues, add to our documentation and training materials, and host webinars. You will manage the planning and execution of professional services engagements across the range of InfluxData products. You'll be supporting users at Fortune 100 enterprises, startups, and government projects. Our customers come from many fields, including industrial automation, high frequency trading, consumer retail, online gaming, and energy management.

As the support and services leader you’ll work directly with developers at our customer sites. Experience working with open source tools or enterprise developer products is a requirement. Our support customers are highly technical and expect support to go beyond answering simple questions that can be referenced in documentation along.

You’ll work with the sales and development teams to create a support process and escalation procedures that deliver the best possible customer experience and response times. You will be expected to become an expert on all parts of the InfluxData stack and be ready and able to install, test, and create basic scripts around working with InfluxDB, Telegraf, Chronograf, and Kapacitor.

Responsibilities:

  • Manage support team
    • Coordinate efforts with product, engineering, and executive management
    • Answer customer questions via GitHub, email, or ticketing systems
    • Ensure follow-through with customers and drive issues to resolution
    • Reproduce customer issues and test new product functionality
    • Adhere to contractual response time SLAs
    • Update and extend documentation
  • Manage professional services team
    • Coordinate efforts with sales, engineering, and executive management
    • Develop Professional Services offerings
    • Understand customer use cases, formulate best practices, and document requirements (functional and technical) needed to address customer needs
    • Lead the organization’s largest implementation projects and take responsibility for team’s delivery
    • Collaborate tightly with the Sales team for discovery, scoping, planning and deployment of the product to ensure our customers’ success

Qualifications:

  • At least two years running an external support team, supporting server software
  • Solid Professional Services experience, including on-site installations
  • SalesForce Service Cloud administration skills
  • Experience producing weekly reports on ticket evolution and customer challenges
  • Excellent written and verbal communication skills
  • Database experience, or experience writing or supporting a database
  • At least one scripting language (Ruby, Python, Bash, etc.)
  • Linux administration experience, comfortable on the command line
  • Knowledge of Networking and HTTP(S)
  • Professional, personable, conscientious

Nice to have:

  • Windows server support experience
  • Experience as a Technical Account Manager, or managing same
  • Git or other VCS experience
  • Familiarity with system monitoring tools and practices
  • Documentation or tech writing experience
  • Experience working with APIs
  • Experience with time-series data tools

We're backed by Mayfield Fund, Trinity Ventures, and Battery Ventures. We offer excellent medical, dental, and vision insurance benefits, with 100% coverage for employees and dependents.

 

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