Job Description:
Technical Support Manager
Location – Bangalore, India
Monday – Friday, 7:00 am – 4:00 pm, IST
Job Description / Expected Duties
As Manager of Technical Support, you will have the responsibility to manage a highly skilled technical support team. You will work closely with the Technical Support Management team and other supporting functions in delivering overall superior service and support to our customers.
This position reports directly to the Director of Global Customer Support.
Essential Functions
Provide superior technical support and service to the Tintri customer base
Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution
Manage and develop the support teams, including hiring, professional development and proactive project work
Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management
Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
Job Requirements
Bachelor’s degree in Computer Science, Computer Engineering or equivalent combination of education and experience.
6+ years of relevant experience in the software industry with a minimum of 3 years in technical support management, including people management and 24×7 support operations
The ability to diagnose complex problems and deliver analyses/root causes across a stack of complex applications, OS, Network switching and storage elements.
Must have experience providing technical support on virtualization and/or storage products.
Working knowledge of popular hypervisors such as VMware, Xen and Hyper-V highly desirable
Expertise in VMware, Microsoft products, ZFS (OpenSolaris/illumos), Citrix, and/or Cisco, UCS preferred
Has a track record of building and managing technical support teams.
Exceptional written and verbal communication skills
Linux and Network experience a plus
Willingness to work outside standard business hours to support customers as needed
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