Lead a team of tech support engineers to triage customer reported issues and identify potential root causes
Solve complex, multifaceted technical problems working with the appropriate engineering teams
Improve service level efficiencies through process refinements and workflow optimizations
Convey timely status on escalated issues
Report metrics on quality trends
Partner closely with the client success, product, and engineering teams to arrive at creative solutions to address issues, while striving for a timely turnaround, adhering to internal and customer SLAs.

10+ years of experience leading engineering teams in the delivery of SaaS products or data-intensive applications
5+ years of development experience either building or supporting maintenance/sustenance for web applications or data products
3+ years of technical support experience in enterprise B2B applications that feature analytics and data products
5+ years of management experience (will manage a team of 80+)
Hands-on experience with writing SQL queries and building JIRA dashboards
Expert in JIRA and Zendesk workflow and support processes
Confident using metrics and KPIs to drive efficiencies and productivity improvements
Skilled at communicating to business and commercial teams
Possess a high “do to say ratio” and value “achievement over activity”

Senior Director of Data Engineering – Support Operations

Key skills