Senior Technical Support Manager
Company: Triplebyte
Location: San Francisco
Posted on: January 27, 2023
Job Description:
Deep learning has enormous promise, but developing deep learning
models at scale remains extremely complex, time-consuming, and
expensive. At Determined AI, part of Hewlett Packard Enterprise, we
are working to change that: our revolutionary open source deep
learning training platform enables deep learning engineers to train
better models in less time, to seamlessly share GPU clusters, and
to collaborate more effectively.Determined AI Support is committed
to providing high-quality resolutions to help deliver data-driven
business insights and results. We are a team of subject matter
experts collectively working toward our customers' success. We form
partnerships with customers by listening, learning, and building
connections.As a Senior Technical Support Manager you will build
and manage our Global Technical Support organization. This includes
providing leadership to the team's technical staff, interfacing
with Engineering and Product on customer-impacting fixes and
enhancements, recruiting and development of a team of Support
Engineers, and defining team performance metrics. The successful
candidate will also have responsibility for leading efforts in
developing and implementing world-class technical support services,
knowledge base content, best practices and methodologies to deliver
an outstanding customer support experience.As a Senior Technical
Support Manager you will:
- Lead a team responsible for delivering excellent technical
support in a 24x7x365 enterprise software environment
- Be responsible for hiring, development, training, and skills
management of staff comprised of individual contributors of varying
seniority, located across multiple office locations
- Have end-to-end ownership of customer incidents working across
Support, Development and Product team
- Make data-driven decisions to improve operational quality and
efficiency
- Manage to key customer success metrics - SLA, CSAT, Time to
Resolution (TTR), etc.
- Foster and grow relationships across product and engineering
functions for knowledge building, incident engagement, new feature
readiness, and product feedback
- Establish good working relationships with customer facing teams
(sales, professional services, etc)
- Assess and evaluate processes, technology, and team skill sets
to identify gaps and partner with Human Resources on opportunities
for advancement
- Be the agent of change for new business process, technology,
transformation
- Lead by example to cultivate and maintain a culture built on
teamwork and collaborationRequired
- BS or MS degree in CS, MIS or equivalent discipline
- 5+ years of technical support and service management
experience; a minimum of 3 years in a supervisory role is
required
- Experience managing Enterprise support in a large and complex
environment
- A customer-first mindset and demonstrated ability to provide
exceptional internal and external customer care
- Ability to present problem resolution, root cause analysis, and
corrective actions to customer facing teams and customers when
warranted
- A reputation for trustworthiness, fairness, dependability, and
adherence to high ethical standards
- Strong analytical and problem-solving skills
- Strong technical aptitude and excellent communication and
negotiation skills, both oral and written
- Extensive experience using one or more ticketing systems and
defining processes for ticket management, triage, and
escalation
- Experience supporting a distributed system, high performance
computing software, or data platform technology in a mixed
on-premise and cloud environmentPreferred
- Experience facilitating solution building across
cross-functional teams and driving complex projects to achieve a
shared goalDetermined AI is a fast growing business within the High
Performance Computing/Mission Critical Solutions Business Unit at
Hewlett Packard Enterprise (HPE). We maintain a fast-moving,
customer-obsessed startup ethos, while simultaneously enjoying the
benefits that come with having big-company resources and a global
sales force with existing customer relationships.At Determined AI,
we are committed to building a team that welcomes colleagues with a
diverse set of identities, backgrounds, experiences, and
perspectives. We're proud to be an equal opportunity employer and
consider qualified applicants without regard to race, color,
religion, sex, national origin, ancestry, age, pregnancy,
citizenship, genetic information, sexual orientation, gender
identity, marital or family status, veteran status, medical
condition or disability.About Determined AIWe build a
high-performance ML development environment that enables ML
engineers to train better models more quickly, to seamlessly
utilize and manage large GPU clusters, and to collaborate more
easily with their teammates. Determined allows ML engineers to
focus on doing ML at scale, rather than managing infrastructure or
writing boilerplate code.We work at the intersection of large-scale
distributed systems and cutting-edge machine learning. Our
customers are highly skilled ML engineers and domain experts
working on exciting problems in biotech, hardware design,
autonomous vehicles, and more. We interact with them to learn more
about their data sets, modeling problems, and infrastructure, to
help them with our product, and to improve our product
offering.After 4 years as a startup company, we were recently
acquired by Hewlett Packard Enterprise (HPE). At HPE, we will
remain a distinct organization - we'll be building the same product
targeting the same users. Plus we'll have access to HPE's
customers, hardware products, and resources to take our mission to
the next level.Company CultureWe believe the best ideas can come
from anyone and anywhere, and we have to be humble enough to listen
for them. We are customer-focused, but don't think the customer is
always right. We are excited about the latest in ML and distributed
systems research but try to implement the minimum valuable product.
We believe in open communication and transparency in our process
and priorities. We believe in the healing power of karaoke and hot
sauce. Interested in this role?
Skip straight to final-round interviews by applying through
Triplebyte.
Apply
Keywords: Triplebyte, San Francisco , Senior Technical Support Manager, IT / Software / Systems , San Francisco, California
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