Technical Support Manager

About Prophecy

Prophecy offers a unified data platform for users across diverse skill levels and requirements, delivering a comprehensive modern data stack experience in a single, cohesive solution.For business data users, Prophecy provides an intuitive, desktop-like data preparation interface, seamlessly combining user-friendliness with the scalability and governance of cloud-based SQL platforms. Visual ETL developers and data engineers benefit from a powerful Spark-Python interface, enhancing productivity and standardization without compromising flexibility or coding capability.

Data pipelines transition effortlessly into production environments, complete with integrated observability. If issues arise, Prophecy streamlines troubleshooting with a clear break-fix-redeploy workflow. Errors are visually highlighted on the canvas, alongside AI-driven recommendations for rapid resolution, enabling swift redeployment and continuous operation.

Position Summary

This is an amazing opportunity to be the first technical support manager in a high-growth, high-potential startup starting in Prophecy’s India center. You will be working with a team of dynamic team members who take pride in solving complex problems.

We're seeking A players to work with A players. We're a high-growth company on a once-in-a-lifetime journey to revolutionise the way data engineering is done. Be a part of it.

What You’ll Do

• Engage with engineering, product management, customer success, customers, and partners to manage and resolve support escalations.
• Establish a structured communication protocol with customers about incidents and escalations by delivering prompt root cause analyses customised for the audience.
• Ensure customer satisfaction through comprehensive documentation of incidents and escalations and prompt execution of action items.
• Create and execute a recovery plan based on data analysis for every escalation and incident that is addressed.
• Leverage business and technical expertise to handle customer escalations, organise meetings and calls, fulfil commitments, and assess trends and patterns for reporting.
• Leverage data, metrics, and feedback to improve incident and escalation management.
• Participate in weekend on-call rotations.
• Collaborate closely with first-party partners to define and manage escalations effectively.
• Troubleshoot and resolve complex customer issues related to the Prophecy IDE
• Assist with issues around third-party integrations with the Prophecy environment
• Develop and maintain advanced knowledge of Prophecy IDE architecture and administration.
• Actively participate in Engineering, support, and account management team initiatives and meetings as needed.
• Demonstrate a true sense of ownership and coordinate with engineering to achieve timely resolution of customer issues and requests. 

What You'll Need

• A minimum of 8+ years of experience in customer support, support escalation, and incident management is required.
• Expertise with at least one modern cloud data platform (Snowflake, Databricks, BigQuery, or Redshift) and experience with traditional enterprise ETL tools (e.g., Informatica, Alteryx, Datastage) and how they relate to modern data workflows
• A deep understanding of ETL processes, data warehousing, and contemporary data stack concepts
• Hands-on experience in performance tuning and troubleshooting Spark/SQL based data engineering applications at a production scale.
• Knowledge of OAuth/OIDC, IAM, Git, CI/CD processes and practices.
• Hands-on experience with AWS, Azure, or GCP.
• The ability to break down more complex technical concepts and communicate them to stakeholders verbally and in writing
• Thrives in a fast-paced, high-performance environment and enjoys working under pressure.
• Demonstrate a strong commitment to integrity, accountability, attention to detail, effective execution, and planning skills.
• Excellent contextual interpretation and writing skills with an effective ability to summarise and communicate to technical and business audiences are required.
• Shows a strong ability to make timely decisions from both business and technical perspectives.
• Understands both proactive and reactive approaches to escalation management.
• Strong passion for customer service and managing escalations effectively.
• Bachelor's degree in Computer Science or a related field is required.

Preferred Qualifications

• Full-stack Data platform knowledge
• Experience in Kubernetes/Linux administration
• Good knowledge of cloud, on-prem, and service architecture in multi-region setups.
• Experience creating queries, alerts and monitors in Grafana, Datadog or similar tools
• Experience developing pipelines in Prophecy IDE

What You'll Have At Prophecy

• Great culture
• Fair and Open Equity awards for everyone
• Amazing work
• Private medical insurance
• Flexible time off
• Manage your own growth and career
• Experience building a transformative product
• High learning opportunity
• End-to-end ownership of your projects

Our Commitment to Diversity and Inclusion

At Prophecy, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Prophecy are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, political affiliation, race, religion, sexual orientation, socio-economic status, and any other protected characteristics.