Senior Manager of Technical Support

At Aerospike, we dream big and deliver even bigger. Our mission is to unleash the power of the world’s real-time data with a database built for infinite scale, speed, and sustainability.

We empower companies to tackle seemingly insurmountable challenges and achieve what’s never been done before. That’s why we developed the world’s leading real-time database—powering mission-critical applications for the most innovative, category-disrupting organizations.

Aerospike enables extreme-scale, real-time applications that:

• Fight fraud in microseconds.
• Drive dramatic increases in shopping cart size.
• Power global digital payments.
• Deliver hyper-personalized user experiences to tens of millions.

Industry leaders like Airtel, Experian, Nielsen, PayPal, Snap, Verizon Media, and Wayfair trust Aerospike as the foundation for their future. They rely on us to act in the moments that matter.

Headquartered in Mountain View, California, with offices in London, Bangalore, and Tel Aviv, Aerospike is the uncontested leader in next-generation, always-on, hyperscale data solutions. Unlike legacy NoSQL systems, our patented Hybrid Memory Architecture unlocks today’s hardware to deliver unimaginable performance and value for the most demanding data workloads—from the edge, to the core, to the cloud.

If you're ready to shape the future of data, join us.

Job Description

As the Senior Manager of Technical Support you will lead a team that takes pride in delivering a premium customer experience. Your primary role involves managing a team of Support Engineers who assist customers in resolving highly technical challenges with Aerospike products. Duties include all aspects of people management, assisting engineers with understanding and prioritizing their case work, managing case escalations, and ensuring process compliance within the team. You will be independent, positive, self-motivated, proactive, results-oriented and able to monitor and report on your team's performance KPIs. You are collaborative by nature and enjoy mentoring team members.

Job Responsibilities:

• Manage a team of Support Engineers in the United States to achieve business objectives around KPI attainment and operational excellence. 
• Set team goals in alignment with Global Support objectives, and assist direct reports in the definition and attainment of individual goals. 
• Ensure that direct reports leverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers.  
• Deliver regular, actionable feedback on individual performance in terms of agreed upon objectives and employee development goals.  
• Proactively identify customer escalations for your direct reports when necessary, and act as an escalation contact point to engage appropriate technical or account management resources.
• Get involved in a hands-on capacity to help customers be successful with Aerospike technology.
• Advocate for customers and define ways to continually add value to the customer experience. 
• Serve as a manager, mentor, knowledge resource, and escalation point for your direct reports, building credibility and trust within your team. 
• Participate in the manager rotation for on-call coverage
• Participate in ongoing discussions around strategic vision for the team. 
• Have the ability to travel to the Aerospike Headquarters in Mountain View, CA quarterly. 

Qualifications:

• Minimum of 3 years managing technical support professionals. Minimum 7 years of experience in a technical support role. 
• Familiar with database products, especially NoSQL solutions/distributed systems.
• Experience supporting customer managed installations in both Cloud and on-premise environments. 

Experience with AWS, GCP, and Azure public clouds (certification is a plus)Strong technical aptitude, especially in the area of database and cloud technologies. Detailed and organized, with a track record for understanding urgency and delivering quality results. Excellent written and verbal communication skills. Excellent technical, troubleshooting, and analytical skills.

• Working hours for this role are 9am to 5pm PST. 

Must be a US Citizen.

Preferred Qualifications:

• Based in West Coast Time
• Hands on with one or more of the following database products: Cassandra, YugabyteDB, CockroachDB, MongoDB, Redis
• Experience with distributed compute or storage systems
• Experience with cloud and container orchestration and infrastructure as code tool like ansible, terraform, kubernetes

Experience working with Federal customers and being able to support FedRAMP initiatives.

• Ability to attract, hire and retain high-performing support professionals 
• Experience with escalation and incident management.

Aerospike is an Equal Opportunity Employer. We are committed to providing an environment free from discrimination on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.Aerospike is an Equal Opportunity Employer. We are committed to providing an environment free from discrimination on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.

Join us at Aerospike and be part of a dynamic team that is shaping the future of data management. Salary Range for California Based Applicants: [$155,000 - $200,000] (actual compensation will be determined based on experience, location, and other factors permitted by law).