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