Manager, Technical Support
EDB
Job location
Rwanda
Employment status
Full–time
Job details
Remote EMEA
The world loves Postgres. If you work with developers or data scientists or anyone wrangling data, you’ll probably see a sticker with the tusks and trunk of the Postgres elephant on the lid of a nearby laptop. EDB has a lot to do with that.
We’ve been major contributors to Postgres since the beginning, and we are proud to call thousands of boundary pushing customers our partners. Proud though we are, we are not resting on our laurels. There’s plenty of work to do. The good news is that everything we do will impact Postgres, which is to say that it will impact the world. No pressure.
We’re currently seeking a versatile manager with a proven history of success in technical support management and team development. This role will directly lead our Technical Support team in the EMEA, and will have program management responsibilities in driving key company initiatives in transforming the customer experience, while reporting directly to the Senior Manager of Support Services.
Job Duties
• Manage a program to define and deliver a globalized model of advanced support capabilities with both direct and dotted-line resources providing a 24x7 solution
• Drive customer escalations in communication across senior leadership and key stakeholders
• Develop and deliver process improvements pertaining to Technical Support operations
Customer Engagement
• Direct communication with customer leadership on highly technical issues; these issues may be comprised of escalations, tactical account engagement, or customer requirements for new opportunities.
• Formulate operational plans based on customer needs, service model and business goals.
• Cross-functional collaboration with other key corporate functions, such as Customer Success, Professional Services, or Sales to ensure that the Voice of the Customer is heard clearly and collaboratively within EDB teams.
Direct Report Management
• Continual leadership of direct reports, developing and enabling career progression for all team members through regular coaching and feedback.
• Continual operational management of all direct reports, ensuring direction is provided on daily issues, business measures are performing according to the expected outcomes through developed processes and styles.
Product Development and Management Collaboration
• Communicate with customers to identify enhancements needed
• Work with internal stakeholders in Product Development and Product Management to represent the Voice of the Customer as recognized and enabled via Global Support Services.
Strategic Organizational Collaboration
• Ownership and collaboration on Key Results associated with the corporate and organizational objectives identified by leadership. This requires both individual accountability on dynamic projects impacting the overall organization, as well as collaboration with global management peers to ensure proper execution results from these efforts
