Cloud Operations Escalation Lead

cloud azure devops aws
Jun 24 2020
Full Time

You will be a leader of the Cloud escalation team, responsible for managing worldwide technical support activities related to our newest offering, Couchbase Cloud. Starting as an individual contributor, you will help build the day-to-day operations of Technical Support in a 24x7x365 environment with committed service levels. Your responsibilities on the Cloud Operations team will be to keep Couchbase Cloud online, ensuring great customer experiences. Thanks to our fast-growing customer base, you will also help grow the team and eventually manage individuals as well. This is a unique role for individuals who like to be hands-on technical, while working with external customers and other internal departments- such as Engineering, Technical Support, and Product Management. Your skills in communication with external customers, conflict resolution, triage, and coordination will be required to be successful in this role. As the Cloud team grows there will be many opportunities as a key member to play an important role in strategy, operations, and troubleshooting, all while making sure we offer our customers a seamless experience on Couchbase Cloud.

Responsibilities:

  • Hands-on technical experience and the ability to help troubleshoot as needed
  • Identify problems early and work them to resolution with the customer and internal teams
  • Develop, manage and maintain strong relationships with customers
  • Manage escalation of critical customer issues, working closely with Engineering, Services, Account Relationship Management, Customer Success and Product Management teams        
  • Lead and build the Cloud technical customer support team
  • Adopt and continuously improve support management tools and self-service resources to provide customers with highly effective and responsive support options
  • Manage analysis and troubleshooting efforts for customer escalations
  • Work closely with the development team to escalate recurring issues for root-cause resolution

Preferred Requirements:

  • BS in Computer Science, Engineering or equivalent experience in software and/or a technologically relevant field
  • 4+ years of support services experience in global enterprise software
  • 4+ years of experience in supporting highly scalable software solutions
  • 2+ years of experience managing a support team in a startup environment
  • Understanding of operating systems (Linux, Unix, Windows), networking and databases
  • Familiarity with Amazon Web Services or other cloud infrastructure platforms (Google Cloud Platform, Azure, etc.)
  • Experience in database software solutions is highly desired; NoSQL experience
  • Experience with being an on-call DevOps, SRE, or Cloud Operations Engineer
  • Must have demonstrated experience in leading and growing customer support teams
  • Should have a high level of technical savvy, and ability to communicate effectively with engineers and sophisticated technology customers
  • Excellent interpersonal, leadership, organizational and project management skills
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