Director of Support

About Percona

Percona is a leader in providing best-of-breed enterprise-class support, consulting, managed services, training and software for MySQL®, MariaDB®, MongoDB®, PostgreSQL® and other open source databases in on-premises and cloud environments. Our services and software accommodate rapid growth and application development, help companies develop and deploy agile solutions and improve your ability to keep up with customer needs.
 
Percona open source database expertise helps businesses avoid downtime and outages, meet customer experience expectations, foster operational and developer collaboration and manage enterprise risks through sound database architecture frameworks.
 
Discover what it means to work with some of the smartest people in the industry, and help solve some of the most challenging customer problems. We offer flexible hours, competitive salaries, the ability to work remote and the amazing experience of working with a multinational team of experts.

Description

The Director is responsible for providing leadership, strategic direction, and management for the Technical Support Team, which is a critical part of the Service Delivery of the Company, and a key differentiator for us in the marketplace. This is a multifaceted role - both overseeing the day to operations of the Support Team workload while also focusing on the big picture strategy of support services and team dynamics with the use of data and metrics.

With multiple database technologies, and team members and managers geographically spread across the world as a remote workforce, the ability to effectively manage and communicate with the team is essential. Creation, implementation, standardization and enhancement of processes within the team is a key part of this role.

The Director is seen as an experienced and customer first leader by other teams in the organization and must work cohesively with the Global Services, Sales, Customer Success, Product Management, and Engineering teams to help influence customer experience quality and process improvements.

As Director of Support, this role includes managing and reporting on business-related focus items such as financial and operational metrics and supporting key deals with the Sales and Customer Success teams.


 

Essential Functions, Duties and Responsibilities

  • Ensure the highest possible level of top quality Customer Support and communication to our Customers and Partners
  • Experience working remotely from home as well as managing Managers that are remote and distributed.  
  • Develop and communicate staff member career paths within and adjacent to the Technical Support Team.
  • Ensure a culture of teamwork and a ‘can-do’ attitude exists.
  • Manage difficult or escalated customer issues with diplomacy and tact ensuring issues are resolved and effectively communicated in a timely and professional manner.
  • Enhance, institute or optimize processes and procedures that perform root cause and trend analysis and action plans developed and implemented to decrease product and/or customer issues.
  • Work collaboratively with Customer Success, Product Management and Engineering to enable products and processes throughout the organization.
  • Frequently interact with senior management across departments and ensure a mutual understanding of support goals and philosophies.
  • Be transparent with what's working and what's not and be a champion for our customers.
  • Continued development of proactive customer communications to enhance the value of their investment in Percona services.
  • Proactively identify ways to improve the customer experience that ensures high customer satisfaction and retention rates.
  • Strong financial management including budgeting and regular forecasting.
  • Identify and execute on plans to generate additional revenues wherever possible in order to assist the company in achieving organic growth.
  • Utilize existing or establishing additional metrics, to ensure the support organization is running at optimal levels at all times.
  • Act as Management representative and point of contact for any unresolved/escalated customer issues - including coordinating the resolution of customer satisfaction issues related to Support services.
  • Support strategic new business and renewal opportunities by participating in meetings with prospects/customers alongside our Sales and Customer Success teams.

Attributes

  • Ability to work well with people and communicate effectively both internally and with customers.
  • Strong mentorship/coaching skills related to developing employees and training non-technical customers.
  • Analytical reasoning skills – uses metric and KPI methodology to constantly review and enhance team performance and efficiency.
  • Positive, helpful and supportive.
  • Good at problem solving and a logical thinker.
  • Identifies and resolves problems in a timely manner and gathers and analyzes complex information quickly.
  • Able to work independently with minimal direction.
  • Strong work ethic and entrepreneurial approach.
  • Accepts feedback from others.
  • Communicates clearly and professionally to convey confidence even when under pressure.
  • Forms a part of a 24/7 oncall roster for escalation purposes.

Minimum Required Qualifications

  • 10 or more years of experience in a software product support organization.
  • 5 or more years in a managerial role in a software product support organization.
  • Experience in open source software support management highly preferred.
  • Able to work during US Business Hours (8-5pm, Monday to Friday, Eastern/Central/Pacific time).
  • Accessible outside of business hours for escalation purposes.
  • Fluent English speaker - written and verbal.
  • Ability to work remotely.

Other Required Qualifications

  • Demonstrated ability to communicate with Management at Customers/Partners in an escalation ownership and management capacity.
  • Demonstrated ability to leverage CRM/ticketing methodologies to manage team performance, case load, and inbound/outbound communications from the Support Team.
  • Demonstrated ability to develop a budget and forecast expenses and revenues.
  • Experience managing remote employees.
  • Demonstrated ability to lead a technical team while maintaining or improving their emotional intelligence.
  • Strong mentorship/coaching skills related to developing employees to work with non-technical customers.
  • Demonstrated ability to work independently with minimal direction.
  • Demonstrated ability to accept feedback from others.
  • Communicates clearly and professionally to convey confidence even when under pressure.
  • Ability to travel up to 20%.
  • Ability to pass required background check.
Location / Time zone: Remote work from home position ideally located within North or South America with the ability to work Americas time zones.

Remote work from home openings require consistent and strong internet access.

HQ is in Durham, NC USA.  Staff members should be available if there is a need for any onsite trainings and/or events at any time.    

Note that your legal agreement will be with Percona Staffing LLC, a USA corporation and a subsidiary of Percona LLC.

Please review our Percona GDPR Privacy Policy.


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