Customer Support Team Lead with Vast Data, Inc.

*Telecommuting role to be performed anywhere in the U.S.Job Duties: Lead regional team of Customer Success Engineers in handling highly technical storageand large scale compute issues. Oversee the day-to-day operations of the customer support team,including ticket management, response times, and escalations utilizing published runbooks. Developand optimize support workflows, processes, and procedures to enhance efficiency and effectiveness.Monitor support metrics and KPIs to track team performance, identify areas for improvement, andtake corrective action. Support customers in configuration and issues faced daily, including identifyinghigh visibility customer issues, and acting as a customer escalation liaison ensuring needed CustomerSuccess and development engineers are engaged. Manage work schedules and workload distributionwithin the support team to ensure optimal coverage and responsiveness, including holidays andweekends. Engage in review and discussion of support metrics and KPIs to assess supportperformance and identify areas for improvement. Advise on process enhancements to optimizesupport workflows, increase efficiency, and elevate the overall customer support experience. Prepareregular reports and dashboards on support performance, trends, and customer feedback.Communicate support insights, challenges, and recommendations to key stakeholders, includingsenior management and leadership teams. Collaborate with other departments to share customerinsights and contribute to product development and service enhancements. Collaborate with ProductDevelopment Engineers and Sales Engineering teams to identify areas of concern or enhancement forcontinuous product improvement using knowledge of market competition and customer use casesthat are from both past and current experience.