Director Customer Support Jobs

Our client is a team of doers, seasoned engineers, hackers, and builders, working on the future of streaming data.

Funded by premier investors, our client is building the streaming data platform for developers. They are evolving streaming beyond the Apache Kafka® protocol into a unified "engine of record" that delivers a categorical reduction in complexity, wicked-fast performance, onboard Wasm transforms, and transparent tiered storage that gives consumers access to both real-time and historical data from a single API.

Our client's Customer Support team aims to bring the best customer experience. The team is an experienced group of engineers, brought together to create and maintain the growing fleet of customer clusters. They work closely across multiple functions at our client and drive high impact to key business metrics. Our client is growing, and so are we!

We are looking for an accomplished and visionary Director of Customer Support to lead and grow our support organization to meet the demands of our growing customer base. This role reports to the VP of Customer Success.

You are:

• A builder and an innovator - excited to influence and shape our company by developing a world-class support function
• Accountable, bring a sense of ownership, and are self-driven
• Passionate about supporting customers and world-class cloud-native systems
• Eager to thrive with the thrill and ethos of a fast-growing startup

You will:

• Understand intrinsically the need to be customer-focused and be constantly challenging how we can improve customer experience
• Be the primary face of our organization to our customers on issues associated with operations. These may be issues related to configuration, hardware, documentation, product, or feature requests
• Work with engineering to drive customer issues from creation through resolution
• Leverage previous experience of building a support function and understand how to bootstrap processes and procedures to build a world-class and scalable experience
• Identify and implement state-of-the-art support technologies, tools, and platforms to streamline support workflows and enhance efficiency
• Partner with product groups on periodic root cause analysis on customer issues, and distill lessons learned for the rest of the organization
• Be data-driven and use metrics and feedback to ensure that support is a forcing function for product quality improvement and content/knowledge improvement
• Be one of the first managing members of our support team, with the mission to drive the vision for a customer-centric support culture, prioritizing responsiveness, efficiency, and continuous improvement
• Build a high-performing customer support team by recruiting top talent, fostering their professional growth, and providing ongoing training and development opportunities
• Participate in on-call rotations to follow the sun in support of our customers

You have:

• Strong experience with public cloud providers
• Willingness to participate in an on-call rotation
• Comfortable working with a 100% distributed team
• 10+ years of experience in customer support of enterprise products, with a significant focus on distributed systems
• Excellent written communication skills

Nice to have:

• Experience working with and administering/customizing Zendesk
• Experience with containerization
• Experience supporting a streaming platform and/or Apache Kafka
• Proficiency in bash scripting and/or Python
• Proficiency with Go and/or Kubernetes
• Strong understanding of Linux troubleshooting commands and regular expressions (grep/awk/sed)
• Experience supporting a SaaS platform

The U.S. base salary range for this role is $160,000 - $190,000 (CO, TX) and $185,000 - $220,000 (CA, NY).

Our salary ranges are determined by role, level, and location. As a remote-first company, we strive to consider each candidate's job-related skills, location, experience, relevant education, or training to determine an individual base salary. Your talent partner will share more about the specific salary range for your preferred location during the hiring process.

Our client is used by Fortune 1000 enterprises pushing hundreds of terabytes a day, as well as by the solo dev prototyping a React application on her laptop. Think of it as a streaming data API platform that scales with you from the smallest projects to petabytes of data distributed across the globe.

Join our client if you'd enjoy being part of a fast-moving, 100% remote organization with team members around the globe and a culture based on trust, transparency, communication, and kindness.