Tintri builds storage. Those three words may not light your hair on fire … but it’s lighting up our customers’ lives. They are all excited about the agility of public cloud—AWS, Azure, etc.—and Tintri puts all that agility right inside their data centers. That’s no small feat. To deliver on that promise, we had to build an all-flash architecture that is completely distinct from legacy solutions—using a building block approach akin to public cloud. And it’s just one signal that at Tintri, employees get to work on projects that are well … unconventional, challenging and high impact.
The desire to stand apart has also helped Tintri get noticed. CDW is the biggest reseller in the business—we were just named their Partner of the Year. In both Gartner Magic Quadrants covering our space we’re recognized as a Visionary. And we’re growing: more than 1,000 organizations—including 20% of the Fortune 100—trust Tintri. Please consider trusting the next stage of your career to Tintri, too.
The Customer Support Escalation Manager is a technical management position within Tintri by DDN Customer Support team. The primary goal is to actively manage the customer support relationship and proactively drive programs to enhance the customer experience.
This position reports directly to the Director of Global Customer Support.
A successful candidate will demonstrate high drive, ownership and accountability, with the ability to influence and communicate effectively across different business functions and at an executive level in a fast paced global enterprise organization.
-Field support requests from customers and liaise with engineering to resolve them.
-Participate in On-Call Manager phone coverage rotations, including weekends and Holidays, as needed, to assist with and manage customer escalation requests.
-Be an evangelist for Tintri by DDN’s customers.
-Manage the escalation of support issues to the development team, ensuring critical issues are expedited and resolved. Take the lead in garnering all necessary resources required and leading small cross functional teams to resolve the issue.
-Generate and promote support initiatives and increase effectiveness of problem resolution cycles
-Develop data gathering procedures, and utilize data to allocate resources, drive efficiency and continuously improve the customer experience. Based on data, drive prioritization of bugs & RFE’s.
-Develop and deliver customer facing communication regarding escalated and high impact technical issues.
-Discern and communicate opportunities for business process improvement and product enhancements that will support an improved customer experience and customer retention.
-Drive reduction of repeat issues.
-Effectively communicate customer satisfaction and retention metrics to management and engineering teams to help drive product improvement and awareness of customer needs
-Improve tools and processes to help support staff achieve excellence in customer service.
-Create, oversee and deliver cause analysis and corrective action documentation and feedback for customers. Lead overall communication to field, customer, and exec team as necessary.
-Bachelor’s degree in Computer Science, Computer Engineering or equivalent combination of education and experience.
-4+ years supporting technical products, preferably in the Virtulization and Storage industry
-2+ years of relevant experience in Support Lead role
-Great problem-solving skills and analytical abilities
-Team player happy to wear many hats, and excited about participating in a fast-paced and changing environment
-Excellent support skills and ability to build strong client relationships
-Ability to work both in a team environment & independently with little or no direct supervision
-Exceptional written and verbal English communication skills
-Strong Linux and Network experience a plus
-Willingness to work outside standard business hours to support customers as neededAll qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.