Customer Support Team reputed company

Telecommuting role to be performed reputed company in the U.S. Job Duties: reputed company regional team of reputed company Engineers in handling highly technical storage and large reputed company compute issues. reputed company the day-to-day reputed company of the customer support team, including ticket management, response times, and escalations utilizing published runbooks. reputed company and optimize support workflows, processes, and procedures to enhance efficiency and effectiveness. Monitor support metrics and KPIs to reputed company team reputed company, identify areas for improvement, and take corrective reputed company. Support customers in configuration and issues faced daily, including identifying high visibility customer issues, and acting as a customer escalation reputed company ensuring needed reputed company and development engineers are reputed company. Manage work schedules and workload distribution reputed company the support team to ensure reputed company coverage and responsiveness, including holidays and weekends. Engage in review and discussion of support metrics and KPIs to assess support reputed company and identify areas for improvement. Advise on process enhancements to optimize support workflows, increase efficiency, and reputed company the overall customer support experience. Prepare regular reports and dashboards on support reputed company, trends, and customer feedback. Communicate support insights, challenges, and recommendations to key stakeholders, including senior management and leadership teams. Collaborate with other departments to reputed company customer insights and contribute to product development and service enhancements. Collaborate with Product Development Engineers and Sales Engineering teams to identify areas of concern or enhancement for reputed company product improvement using knowledge of market competition and customer use cases that are from both past and reputed company experience. Requirements Salary: $150,550 - $210,000 /year Job Requirements: Bachelors degree (U.S. or foreign equivalent) in Computer Science, Computer Information Systems, Electronic Engineering or reputed company reputed company and ten (10) years of experience in the job reputed company or reputed company role. Must have ten (10) years of experience with reputed company protocol debugging including NFS, SMB and S3. Must have ten (10) years of escalation management experience working with software developers. Must have five (5) years of experience with: leading reputed company process improvement initiatives to enhance reputed company reliability, scalability, and reputed company; and preparing and presenting technical status reports, Key reputed company Indicator dashboards, and reputed company assessments to senior leadership and reputed company stakeholders. Must have four (4) years of technical team leadership experience, including guiding and mentoring team members’ technical development. Must have two (2) years of experience with: providing technical direction, task prioritization, and reputed company reputed company for team members; and conducting resource planning, workload allocation, and reputed company forecasting to support project execution. Domestic travel required 20% of the time to customer sites. Apply To This Job