Customers trust the Alation Data Intelligence Platform for self-service analytics, cloud transformation, data governance, and AI-ready data, fostering data-driven innovation at scale. With more than $340M in funding – valued at over $1.7 billion and nearly 600 customers, including 40% of the Fortune 100 - Alation helps organizations realize value from data and AI initiatives.
Alation has been recognized in 2024 as one of Inc. Magazine's Best Workplaces for the fifth time, a testament to our commitment to creating an inclusive, innovative, and collaborative environment.
Collaboration is at the forefront of everything we do. We strive to bring diverse perspectives together and empower each team member to contribute their unique strengths to live out our values each day. These are: Move the Ball, Build for the Long Term, Listen Like You're Wrong, and Measure Through Customer Impact.
Joining Alation means being part of a fast-paced, high-growth company where every voice matters, and where we're shaping the future of data intelligence with AI-ready data.
Join us on our journey to build a world where data culture thrives and curiosity is celebrated each day!
Job Description:
As a Manager/Sr Manager of Technical Support at Alation you will lead the day to day operations of a team of Technical Support Engineers. You are leading a customer-facing team as a key leader in the customer success organization. You will be responsible for directly monitoring, reporting, and driving improvements to team-level metrics and KPIs, acting as an escalation point with customers and internal teams, and optimizing and developing support processes and tools. Your work will be cross-functional and will involve working with engineering, QA, DevOps, product management, and sales. Location is Chennai or Bangalore (Hybrid Model).
What You'll Do:
- Manage a team of senior-level Technical Support Engineers
- Develop capacity forecasts and resource allocation models to ensure proper coverage
- Drive the scaling, onboarding, and ongoing specialization of the team
- Implementing innovative process to increase support efficiency and increasing overall customer satisfaction
- Handle customer escalations and assist with troubleshooting and triaging incidents
- Manage the backlog and ensure that Support SLAs and KPIs are met
- Partner with Engineering & Product to prioritize issues and product improvements
You Should Have:
- 10-15 years of enterprise application support or operations experience, supporting customers in On Premise, Cloud, and Hybrid setups.
- Excellent communication skills, with a strong ability to discuss complex technical concepts with customers, engineers, and product managers
- Prior experience managing a team of frontline and senior-level Support Engineers
- Solid understanding of data platforms, data management, analytics or the BI space
- Excellent communication skills, with a strong ability to discuss complex technical concepts with customers, engineers, and product managers
- Self-starter with strong creative problem-solving, facilitation and interpersonal skills
- First-hand leadership experience working in a global organization and partnering with regional managers and leads to ensure a seamless customer experience
- Experience troubleshooting Linux and running shell commands
- Understanding of Relational Databases, such Oracle and Postgres. SQL is a must.
A big plus if you have experience in the following areas:
- Postgres (DB internals)
- Elasticsearch, NoSQL, MongoDB
- Hadoop Ecosystem (Hive, HBase)
- Cloud technologies and frameworks such as Kubernetes and Docker
- Experience scoping or building tooling to improve the support experience
Alation, Inc. is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual's race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.
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