Support Manager

Company Description

Your main missions

• Lead and manage a team of highly skilled technical support engineers, offering guidance, support, and overseeing performance to ensure continuous improvement and team success
• Recruit, train, and develop team members to ensure they have the skills and knowledge to effectively support customers.
• Oversee the day-to-day operations of the technical support function, ensuring efficient and effective resolution of customer issues.
• Act as the point of escalation for high-demand clients during major incidents and escalations, ensuring clear, proactive communication with both customers and internal stakeholders, acting as the custodian of Scality.
• Be part of the escalation path and be responsible for the schedule of the on-call rotation
• Navigate and manage customer expectations during high-stress situations, with a focus on maintaining long-term relationships and trust.
• Collaborate with internal departments, including Product and Engineering to resolve critical issues and drive improvements to product stability.
• Work closely with the professional services team to coordinate seamless support and delivery, ensuring efficient handover and alignment when transitioning customer issues from services to support.
• Properly monitor and analyze key performance metrics such as response times, resolution rates, and customer satisfaction scores, to identify areas for improvement
• Drive continuous optimization and recognize potential crises early on.
• Communication within Scality :
○ Regular reports and presentations for upper management and/or the sales team, with insights into specific customer support tickets and critical situations.○ Communication between the Support and Service teams is fluid, in both ways, at the customer level.○ Ensure  Support Engineers knowledge  and know-how  is  shared  for  continuous improvement on incident qualification○ Properly report any product or document defect to the Engineering team, with the right priority and quality, including available workaround and desired behavior.○ Collaborate at a worldwide level with other support teams and Customer Success organization to streamline processes and tools

Must DOs

• Weekly 1 on 1s
• Care about the work/life balance, health and wellbeing of the team
• HR related topics (PTOs, expenses, etc…)
• Annual reviews & compensation
• Work organization of the team (shared moments in the office and in remote)
• Recruitment, training, and performance management skills
• Maintain the team’s skill matrix on regular basis
• Support processes are respected by the team including but not limited to:
■ P1 process, RCA documentation and follow up actions■ JIRA ticket handover to Services team■ Support ticket handover before vacations○ Equitable distribution of the workload among support team members, with the consideration of their wellbeing and health

Qualifications :

• Full English and French proficiency (written and spoken)
• Ability to work in a distributed and diverse team
• 3+ years of experience managing operational teams
• Strong leadership and team management skills with experience in coaching and developing team members
• Excellent communication and interpersonal skills
• Excellent project management and organizational skills
• Strong conflict resolution skills
• Strong organizational, presentation, and client service skills
• Strong operational management skills
• Ability to work effectively in a fast-paced, dynamic environment
• Strong analytical, problem-solving and decision-making abilities
• Ability to work collaboratively with regional and corporate teams
• General knowledge of IT applications, business processes, and software
• Skill in strategic planning with an ability to think and plan ahead in written communications
• Experience with large B2B and B2C companies, and/or Service Providers
• Experience with distributed systems, Linux and storage platforms as a system or support engineer