Customer Support Manager

Salary Competitive
Equity To be negotiated
Aiven is a cloud technology startup launched in 2016 and headquartered in Helsinki, Finland. Aiven enables businesses to build awesome, data-intensive applications through self-managing data infrastructure on public clouds by leveraging leading open source technologies. Quickly grow from prototyping to world-wide scale with a frustration-free platform that snaps into existing workflows, automates away the mundane tasks, and keeps you ahead of the innovation curve.

About the Support Manager role

We are looking for an experienced Support Manager to lead a global team of talented support engineers providing Aiven customers outstanding customer support. Aiven’s current technology portfolio includes Kafka, Cassandra, Elasticsearch, PostgreSQL, MySQL, InfluxDB, Redis and Grafana.


Locations

  • Europe (Helsinki, Berlin)

Responsibilities

  • Define Aiven’s customer support charter

  • Lead a global team of support engineers

  • Hire, train and track performance of support engineers

  • Plan support and on-call shift rotations

  • Track support triage and escalation workflows

  • Provide exceptional customer support experience to Aiven customers

  • Be a player coach for a team of talented support engineers

Mandatory Requirements

  • Prior experience managing or leading a customer support engineering team at a software company

  • Prior experience in defining and setting measurable success criteria for the support engineering role

  • Prior experience working as a customer support engineer at a software company

  • Prior experience building (hiring, training) and leading a global support team

  • Prior demonstrable experience troubleshooting, root-causing, and triaging support cases

  • Prior experience working with other internal teams - Engineering, Operations and SRE teams to successfully resolve and close support cases

  • At least intermediate level Linux and networking - knowledge and experience

  • Excellent communication skills - communicate clearly, concisely and effectively with customers and colleagues

Nice to have

  • Has either developed applications using or, worked in some technical hands-on capacity with two or more technologies in Aiven’s portfolio for multiple years

What we offer

  • A dynamic startup environment with a rapidly growing, international business

  • A competitive compensation and benefits package that includes stock options at an early stage startup

For more information or questions please contact us at prem@aiven.io

Perks and benefits

This job comes with several perks and benefits

Flexible working hours
Flexible working hours

Time is precious. Make it count. Morning person or night owl, this job is for you.

Free coffee / tea
Free coffee / tea

Get your caffeine fix to get you started and keep you going.

Near public transit
Near public transit

Easy access and treehugger friendly workplace.

Free office snacks
Free office snacks

Peckish after lunch? We got your back with soft drinks, treats and fruit.

Equity package
Equity package

Want to be a partner? Look no further.

Working at
Aiven

We are Aiven—a cloud technology startup launched in 2016. We create managed cloud services from the best open source technologies that take the infrastructure worries away from our customers. Our products are used daily by hundreds of customers across the globe to power their next-gen event streaming and analytics applications with more joining every single day. Backed by Europe's leading investors, we’re now looking for top talent to join us in our headquarters in Helsinki and our new offices in Boston, Berlin and Sydney.

Read more about Aiven

Similar jobs

Kundemedarbejder til LegalTech-startup
Legaldesk.dk Copenhagen Full-time
Customer Success Associate (Danish speaking)
Falcon.io Copenhagen Full-time
Customer Success Manager - Swedish Market
Ageras A/S Copenhagen Full-time
Can people see your smile through the Phone? - Become Hedia next customer support
Hedia Copenhagen Full-time
Solution Consultant til digitale kundeserviceløsninger
helphouse.io Odense Full-time