Director, NOC & Support

Job Type: Full-time

Department: Technical Support

Reporting to: Vice President, Network Operations Center

Who we are

Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide.

Who We’re Looking For

We’re looking for a Director of Network Operations Center (NOC) & Support to lead and evolve our NOC team, ensuring world-class support for our customers and partners. This Director position is a critical, client-facing role that involves interpreting and translating customer needs, in collaboration with the Technical Support team and other internal teams, to identify the best path forward for the Customer. It is a strategic leadership role responsible for driving operational excellence through data-driven decision-making, scalable processes, and a strong culture of accountability and continuous improvement.

The ideal candidate is a hands-on leader with a passion for building high-performing teams, using KPIs to guide outcomes, and delivering a proactive, customer-first support experience that aligns with Scale Computing’s V.O.I.C.E. core values and support philosophy. You’ll work cross-functionally with engineering, product, and customer success teams to ensure a seamless and resilient customer experience at scale.

Responsibilities

• Lead hiring, onboarding, and ongoing training for a 24x7x365 Network Operations Center, supporting both on-site and remote staff.
• Defining, tracking, and reporting on KPIs to measure success of the team and find opportunities for efficiencies
• Maintain close relationships with customers to proactively identify pain points and partner with internal stakeholders on new solutions or software initiatives
• Promote a culture of operational discipline, proactive problem-solving, and excellence in customer support
• Support escalations and high-impact customer issues as needed
• Other responsibilities as assigned

Supervisory Responsibilities

• This position supervises a team of 30 technical individuals in a 24x7x365 environment who work both on-site and/or remotely
• Responsible for coaching, performance reviews, staffing plans, and fostering a collaborative and accountable team culture

Qualifications

• 5 years in Leadership managing large, distributed teams serving a worldwide customer base across multiple time zones
• Excellent verbal and written skills are a must
• The ability to lead technical people and train new employees on common approaches to troubleshooting, while not becoming mired in the day-to-day problem solving directly, is a must
• Diverse exposure and understanding of a variety of operating systems and virtualization platforms, and understanding of the interaction of the different layers of technology (Network, storage, etc.)
• A solid technical background and technical knowledge of computer hardware and software architecture, operating systems, virtualization, networking, and storage; experience with Linux, Windows, Linux command line, and third-party applications. Knowledge of current Hyperconvergence Edge technologies and emerging trends
• A customer-first mindset, passion for helping others, and ability to stay calm under pressure
• Experience managing in a multilingual environment a plus

Education and Experience

• Bachelor’s degree in a related field (e.g., Information Technology, Engineering, Computer Science) required
• Relevant technical certifications are preferred
• Minimum 5 years of related industry experience

Work Environment and Physical Demands

• This is a largely sedentary role which requires extended periods of time working on the phone and using a mouse, keyboard, and computer. It will occasionally require the ability to lift equipment and packages
• May require occasional evening or weekend availability for escalations or critical issues.
• Standard office environment; requires regular use of Apple Mac computers, softphones, and office equipment such as printers and scanners

Perks of Scale Computing

• Health benefits start on first of the month following date of hire
• 401(k), FSA, HSA
• Fully stocked kitchen
• Casual dress code
• Paid company holidays
• Discretionary time off policy
• Flexible work environment and an opportunity to grow as we grow

Scale Computing is a global business with offices around the world, thousands of customers, and countless applications running on our industry-leading platforms. We enjoy this success because we have made a conscious effort to build this company by hiring amazing people. Scale Computing was founded on the belief that transparency and collaboration create a culture of ownership, success, and empowerment; more empowered employees are more productive employees. At Scale, we build empowerment through diversity and our core values of the V.O.I.C.E. of the Customer.

Scale Computing is an equal-opportunity employer. All final candidates will be subject to a pre-employment background check.