Manager – Customer Engineering (Perifery / Swarm)
As a member of the Customer Engineering team for the Perifery business unit of DataCore, this position helps drive customer satisfaction for the award-winning Swarm software. Swarm provides a massively scalable on-premises object storage solution that simplifies the ability to manage, store, and protect data while allowing on-demand access to applications and users. Leveraging a software-defined storage technology, Swarm boasts of flexibility and streamlined data governance at scale.
A key aspect of this role will be ensuring alignment between the technical solutions and the business needs. Embracing a culture that inspires technical experimentation, this role will empower our teams to make sound technical and architectural decisions. The position will include being part of a front-facing team at Perifery and being able to tactfully balance schedule needs with creative imperatives, pushing for quality and innovation.
We operate in agile development environments and are transforming Customer Engineering to embrace agility. You will have an opportunity to make a difference and grow your skills and experience.
Responsibilities:
Provides the following services to partners and end-user customers:
·Direct/Manage/Supervise the technical product support team responsible for resolving basic to complex technical product-related issues for customers via inbound/escalated calls, email, chat, etc.
·Establish departmental goals and implement processes regarding quality, productivity, and issue resolution
·Monitor team performance to achieve maximum client satisfaction levels
·Provide Escalation Management for Customer Issues
·Establish and continually improve procedures for incident management
·Establish training and mentoring of team members on technical product knowledge, organization’s policies, and product support and resolution techniques
·Responsible for hiring, firing, performance appraisals, and pay reviews
·Close liaison with other departments representing Customer Support
·Provides L1/2/3 technical support through E-mail, Telephone, Chat, and Incident Tracking Database
·Keeps Incident Tracking Database up to date with communications and recommendations in a professional manner
·Remains current on all Perifery object storage products and sub-products
·Performs testing on engineering releases and determines suitability for customer shipment and problem resolution
·Works closely with the Product Development Team to provide input on open issues
·Works with customers on both short and long-term issues, including those at the engineering level
·Notifies affected customers and distributes permanent solutions when they become available
·Learns and displays how products would add value to the business
Knowledge, Skills & Abilities:
·Broad knowledge of the field with proven management skills.
·Excellent written, verbal, and presentation skills in English
·Storage Industry knowledge advantageous
·Highly interested in leading technologies
·Must have a comprehensive understanding of Linux administration and networking
·Must have the capacity for managing multiple issues and projects while maintaining a high degree of detail
·Ability to document use cases & best practices for customer guidance is required
Education / Experience:
·Bachelor’s degree in engineering or related field
·2+ years of management responsibility
·8-10 years of Linux (primarily RHEL/Ubuntu) administration required
·Network configuration and debugging experience (TCP/IP, UDP/IP, DNS, HTTP, NTP, SNMP, NFS, Multicast is required
·Scripting competence in bash is required
·Experience administering Kubernetes is required
·Experience administering VMWare ESXi on Linux is required
·Desired experience with:
· Samba/Windows Server/Active Directory experience is a strong plus
·Programming experience is a strong plus (Python, Javascript, Java)
·Elasticsearch experience is a strong plus
·Terraform experience is a strong plus
·Server virtualization experience (VMware ESXi, Docker or similar) is a strong plus