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.
Europe (Helsinki, Berlin)
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
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
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
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
This job comes with several perks and benefits
Time is precious. Make it count. Morning person or night owl, this job is for you.
Get your caffeine fix to get you started and keep you going.
Easy access and treehugger friendly workplace.
Peckish after lunch? We got your back with soft drinks, treats and fruit.
Want to be a partner? Look no further.