Customers trust the Alation Data Intelligence Platform for self-service analytics, cloud transformation, data governance, and AI-ready data, fostering data-driven innovation at scale. With more than $340M in funding – valued at over $1.7 billion and nearly 600 customers, including 40% of the Fortune 100 — Alation helps organizations realize value from data and AI initiatives.
Alation has been recognized in 2024 as one of Inc. Magazine's Best Workplaces for the fifth time, a testament to our commitment to creating an inclusive, innovative, and collaborative environment. Collaboration is at the forefront of everything we do. We strive to bring diverse perspectives together and empower each team member to contribute their unique strengths to live out our values each day. These are: Move the Ball, Build for the Long Term, Listen Like You’re Wrong, and Measure Through Customer Impact. Joining Alation means being part of a fast-paced, high-growth company where every voice matters, and where we’re shaping the future of data intelligence with AI-ready data. Join us on our journey to build a world where data culture thrives and curiosity is celebrated each day!
Job Description:
Alation is looking for an experienced Manager to lead and run the day-to-day operations of a team of Technical Support Engineers. As Technical Support Manager, you will be responsible for directly monitoring, reporting, and driving improvements to team-level metrics and KPIs, acting as an internal technical subject matter expert, and optimizing and developing support processes and tools. Your work will be cross-functional and will involve working with product management, engineering, sales, customer success, and marketing.
Experience in a technical support role, proven analytical skills, and strong communication skills are a must. You should be comfortable acting as an escalation point with customers and internal teams and be able to efficiently manage multiple projects, objectives, and deadlines through to completion. Given our rapid growth, the evolution of our ability to support our varying set of constituents at scale is a key company initiative.
What you'll be doing:
Directly manage a team of Technical Support Engineers (TSE), guiding and prioritizing their work and ensuring the team has the appropriate tools and training to provide world-class support.
Handle support escalations and assist with incident management and communications.
Promote and manage TSEs using Knowledge-Centered Service (KCS).
Ensure incoming chats, emails, tickets, and calls are handled with the highest level of quality and efficiency.
Improve tools and processes to enable us to deliver support at scale.
Develop and execute action plans that contribute to the team’s and company’s OKRs
Foster an environment of inclusion and diversity, reinforcing Alation's core values and culture.
Who you are:
10+ years of enterprise software support experience, with a minimum of 3 years in a Technical Leadership role.
Prior experience building, leading, and scaling a high-performance, cohesive technical support operation and leading teams of 6-10 people in a managerial role.
Bachelor’s degree or equivalent experience in Computer Science or Information Technologies.
Strong written and verbal skills and the ability to communicate effectively with customers in English.
Exceptional analytical, strategic, and problem-solving skills.
System integration, Linux troubleshooting, and SQL experience are a plus.
Understanding of application components and functionality, i.e., relational databases, NoSQL databases, web servers.
Experience with SaaS, data management/BI products.
Experience in Red Hat, Centos, and Ubuntu operating systems is a plus.
Experience with Python and Java is nice to have.
Alation, Inc. is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.
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