Director, Customer Support Engineering Job in Capillary Technologies

Responsibilities

Leadership, Customer Focus, Influence, and Communication

• Lead and grow a diverse team responsible for responding to, investigating, managing, and resolving high-impact incidents 24x7x365.
• Attract, hire, motivate, nurture, and retain good quality engineers in the Incident Management and the Sustenance groups. Be the coach and mentor for the team, and help put the right growth paths for the team.
• Be the first point of Escalation for all severe incidents coming from the customers, and mitigate the escalation as much as possible. Coordinate efforts across multiple teams in order to ensure an effective incident response capability
• Develop processes, partnerships, and resource plans with internal teams (e.g. Engineering, Professional Services) to ensure immediate action is being executed on raised issues. Set up the team to handle global customers across the Americas, Europe, Asia, India.

• Define the right processes, and bring in the appropriate tools to run the team as a well-oiled machine. Use data and draw regular insights to spot the inefficiencies in the execution and rectify the same.
• Build processes and capacity plans to enable growth and agility.
• The key measure for the success of this role will be the Customer NPS on the incident and issue resolution and SLAs adherence.
• Ensure quality team outcomes such as customer-facing Root Cause Analysis (RCA) documents, senior executive readouts, and After-Action Reports (AAR s). Orchestrate root cause analysis debriefs and corrective action completion to help eliminate disruption of services and consequently improve the day-to-day operations of the organization using validated problem analysis methodology and tracking all elements of the RCA to closure.

Insight and Action

• Identify new insights from the incidents and problem data to help focus future efforts on product and service stability. Working with peers in Engineering, and Product to get the fixes in the product and engineering teams roadmap.
• Deliver consistent, industry-leading metrics for incidents/escalations across response time, resolution time, customer satisfaction, and processor technology fixes from root causes.
• Design and deploy a mechanism for tracking and reporting the status of critical issues that can be shared with customers and internal groups, while automating the process and alerting.

Requirements

• 10+ years experience in a technical support environment, handling highly complex issues. 5+ years at the Management level, managing managers in addition to individual contributors, providing partner support to large enterprise customers.
• Exceptional Communication Skills, both written and oral, in English.
• Proven ability to apply a wide range of managerial tools to ensure that individuals and teams are organized, motivated, and informed, and to choose the best one for a given situation.
• Deep empathy for the Customer mindset. Proven ability to think Customer-first and effectively prioritize and escalate customer issues as required.
• Strong Project Management skills to drive strategic initiatives, and make data-backed decisions.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
• Ability to thrive in a dynamic, fast-paced environment where you must take on multiple responsibilities, execute at both the strategic and tactical level to get things done.
• The candidate should have a high emotional quotient with the ability to maintain a calm, composed demeanor even in high-pressure situations.
• Strong understanding of operational infrastructure, metrics, processes, systems, and tools for running a Worldwide Support organization focused on working via Outsourced partner
• BTech/BE/BSc/MSc Degree in Computer Science/Mathematics, or a relevant stream.
• Prior experience with tools such as JIRA, SFDC, FreshService, ServiceNow, Slack, Incident orchestration, and automation tools (i.e. VictorOps, etc).
• Expertise in incident management industry-standard methodologies and frameworks like ITIL, ICS, MIM, SP800-61.Strong understanding of ITIL V3.
• Strong knowledge of Microsoft Excel, Spreadsheets, and other data analysis, and management tools.