Director of Support

About the Position

We are seeking a Director of Support to lead our team of experts and ensure best-in-class service for our customers. At Altinity, Inc., we are the home of database experts who support and operate ClickHouse in Altinity.Cloud. Our support engineers operate as trusted advisors who can guide design, proactively mitigate risks, and fix broken systems of any size.

We are looking for an outstanding leader to direct our support team and ensure Altinity provides best-in-class service to customers. We work with the most creative IT teams on the planet. This is your opportunity to shine in a highly visible customer-delivery position.

Responsibilities

• Take overall responsibility for successful outcomes on customer analytic applications.
• Manage our team of experts, including skills development, performance management, resource availability, and scheduling to meet 24×7 commitments (SLAs) to customers.
• Model behavior of putting customers first and solving problem root causes proactively and quickly.
• Ensure consistent execution using a program of KPIs (first response time, time to resolution, etc.).
• Oversee hiring, mentoring, and resources necessary for team excellence.
• Shepherd research into innovative delivery of support using AI and other technologies.
• Act as a focused advocate for support within Altinity.
• Ensure that the support team fulfills its mission as the trusted advisor to Altinity customers.

Requirements

• Demonstrated success in helping customers deploy and support mission-critical database systems.
• Excellent understanding of database technology and enterprise technology.
• Hands-on experience in developing and operating large SQL-based systems.
• Previous experience handling logistics of customer support delivery, including experience prioritizing effectively across large numbers of customers.
• Demonstrated people management skills including ability to hire, delegate efficiently, and build out a growing organization.
• Hands-on experience in assessing and supporting complex IT systems, including the ability to assess risks, see new opportunities, and maintain metric programs to drive superior delivery of services.
• Comfortable communicating with customer teams at all levels-from engineers to senior management.
• Able to work with internal teams and Altinity executive management.
• Exhibit a consistent, strong drive to make customers successful in a competitive market with rapidly changing technology.

We Offer

• Work from Anywhere, Anytime: We are not your typical nine-to-five shop! Enjoy the flexibility of working from literally wherever and whenever. Create a schedule that works for you and your family or lifestyle. Recharge your batteries with our open vacation policies.
• Cultural Diversity: We love that we get to work with passionate people from around the world. Currently, our team is made of professionals from 25 different countries!
• Career Development: We provide opportunities to learn new technologies as well as try out new roles. We also offer access to training on leading-edge technologies, plus flexible work schedules for external education.
• USA Employees Benefits: We offer comprehensive PPO health care plans for our US-based employees that are incredibly flexible to meet the needs of individuals or families. 401K with company match also available.
• Company Travel: We come together in person two to three times per year in locations across the globe. We also fund travel to conferences and encourage presentations as well as contributions to open-source communities.

This is a full-time position and includes equity in the company. Altinity is venture-funded and financially stable. We are 100% remote. You may work anywhere you have work permits.

To apply for this job please visit cleverstaff.net.