Your Team & Role:
The Manager, Cloud Support role will oversee a team of highly skilled cloud support engineers, ensuring that customer inquiries are resolved efficiently and effectively. This role requires a deep understanding of technical issues, excellent leadership abilities, and a passion for delivering world-class customer service. You will work closely with cross-functional teams to identify, troubleshoot, and resolve complex technical problems while ensuring customer satisfaction.
Your day to day:
- Team Leadership & Management
- Lead by example, demonstrating Zadara core values.
- Execute managerial and administrative responsibilities related to the Company and its employees.
- Ensure adherence to Company policies, procedures, and compliance requirements.
- Manage and lead Cloud Support Engineer team members.
- Build the effectiveness, productivity, and performance of the team.
- Identify and work to remove obstacles to the team's productivity.
- Foster collaboration and building relationships within the team.
- Support team members in day-to-day operations.
- Support Customer production Cloud infrastructure and applications, ensuring tickets are resolved within SLA
- Engage directly with high-priority customers to understand their needs, provide expert-level support, and ensure timely resolution of technical issues.
- Design and optimize support workflows, procedures, and best practices to improve efficiency and quality of service.
- Oversee the management of critical incidents, ensuring prompt communication with stakeholders and thorough post-incident analysis to prevent future occurrences.
- Develop and build upon the existing Incident Response plan to ensure a seamless flow of events should an issue arise.
- Monitor and analyze support metrics (e.g., response time, resolution time, customer satisfaction scores) to identify trends, areas for improvement, and opportunities to enhance the customer experience.
- Work closely with Sales, Product, Engineering, and Quality Assurance teams to relay customer feedback, identify product issues, and develop solutions.
- Create and maintain a comprehensive knowledge base, FAQs, and troubleshooting guides for both customers and support staff.
- Deliver occasional training to internal/external Customers and team members.
What you bring:
- Fluent in English (spoken and written).
- Must live within commuting distance to Zadara’s Bangalore office.
- Minimum of 5 years experience managing support teams of highly technical engineers
- Desirable FC SAN knowledge.
- Deep knowledge and experience with the administration and support of Linux environments.
- Solid understanding of networking
- Solid understanding of storage, virtualization, or applications that require storage.
- Experience in large scale server architectures.
- Experience in Shell/Python scripting.
- Exceptional customer management, presentation and communication skills.
- Ability to be on-call periodically to handle support issues after business hours.
- Ability to travel (infrequently).
- Excellent communication skills, execution of team and individual goals and communicating strategy, tactics, and behaviors required to achieve those goals.
- Experience with data analysis and reporting to track KPIs and identify trends.
- Experience leading, attracting, developing, and retaining high-performing teams.
- Excellent writing skills and ability to write and deliver individual reviews.
- Exceptional leadership, collaboration, and negotiation skills working in a complex, matrix organizational structure.
Your Education:
- Bachelor’s Degree in Computer Science or Engineering (or equivalent work experience).
Nice to haves:
- Certifications in ITIL, CompTIA, or other relevant technical support methodologies.
- Familiarity with DevOps practices or cloud technologies (AWS, Azure, Google Cloud).
- Proficiency with CRM and customer engagement tools.
Benefits:
- 100% Paid Health Insurance - Family Coverage
- Rewards & Recognition
- Learning & Development
- Events & Experiences
- Life Moments recognition
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Top Skills
What We Do
Zadara is one of tech's fastest growing companies according to Deloitte. We are looking for authentic, driven, customer obsessed individuals to join our thriving global team.
Since 2011, Zadara has been a disruptor in the technology space, pioneering the first storage-as-a-service technology solutions. Today, Zadara’s Cloud Services platform brings award-winning infrastructure technology, including compute, storage, and networking, to where customers need it most. Zadara is designed for any workload and data type, available on-premises, hybrid, multi-cloud and at the edge. With patented storage and compute technology, Zadara offers the most flexible and resilient infrastructure for service providers and enterprises.
Zadara’s global partner network has doubled in the past year to include more than 300 points of presence globally, with the goal of 1000. We are supported by best-in-class service providers and partners, including Cyxtera, Sandz, Viatel, CenturyLink, Equinix, NTT, Rakuten, Verizon, K3 Starcom, Softcat and Veeam.
At Zadara you will be surrounded by a group of intelligent, open-minded, critical thinkers with diverse backgrounds who are committed to learning and development at every level. Join our growing diverse team and help us achieve 1000 cloud locations.
