What are the responsibilities and job description for the Manager, Technical Support position at Lensa?
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A Little About Us
EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB’s data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit www.enterprisedb.com
What Your Impact Will Be…
We’re currently seeking a versatile manager with a proven history of success in technical support management and team development. This role manages a distributed team in North America, and will have program management responsibilities in driving key company initiatives in transforming the customer experience, while reporting directly to the Director of Support Services.
We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We’d love to hear from you and we want you to apply!
EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company’s integrity.
EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.
#BI-Remote
A Little About Us
EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB’s data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit www.enterprisedb.com
What Your Impact Will Be…
We’re currently seeking a versatile manager with a proven history of success in technical support management and team development. This role manages a distributed team in North America, and will have program management responsibilities in driving key company initiatives in transforming the customer experience, while reporting directly to the Director of Support Services.
- 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
- 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.
- 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.
- Communicate with customers to identify, prioritize and address issues and enhancements needed
- Work with internal stakeholders in CX, Product Development and Product Management to represent the Voice of the Customer as recognized and enabled via Global Support Services.
- 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.
- 5 years of experience in customer-facing technical support management or equivalent experience
- Bachelor's degree in Computer Science or equivalent knowledge
- Previous experience in delivery of complex technology to enterprise customers
- 5 years of experience in collaboration with product management, product development and consulting strategies
- 5 years of experience managing technical support teams
- 5 years of experience in data analytics and warehousing; ideally but not required through both common platforms such as Tableau, as well as analytics as they pertain to CRM environments such as Salesforce or Jira.
- Strong practical knowledge of current technology and trends including, but not limited to:
- PostgreSQL or other database experience
- Kubernetes
- Orchestration platforms (IE, Puppet, Chef, Ansible)
- Public Cloud providers (IE: AWS, Azure, GCP)
- Virtualization (IE: VMware, Red Hat)
- Strong practical knowledge of current solution design patterns and common standards as it pertains to high availability, replication, backup and recovery, and monitoring in modern environments.
We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We’d love to hear from you and we want you to apply!
EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company’s integrity.
EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.
#BI-Remote
