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Technical Support Manager (EMEA) at Cloudian
London, GB

Cloudian Inc. is a leading Cloud Storage platform provider based in Silicon Valley in California, with additional offices in Europe, Japan, and China, focused on delivering enterprise grade public, private, and hybrid cloud storage solutions. 

Technical Support Manager (EMEA)
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You are Cloudian's customer interface for all technical matters, and manage small support team in EMEA to ensure high quality support services to our global customers and to achieve high customer satisfaction. Also, expected to work on customer issues with strong hands-on skills leading other support members.

Location: United Kingdom, Netherlands (Amsterdam), Germany, or Italy (Milan)

Job Responsibilities and Tasks:
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- Responsible for high quality of technical support and customer satisfaction in EMEA
- Supervise technical support team in EMEA. Manage work load, resource allocation, employee training/mentoring, performance reviews, recruiting, etc.
- Assist support members and work with customers directly with strong technical hands-on skills for Cloudian products.
- Maintain relationships with contacts at customers and partners. Write reports, work plans, and improvement plans as needed by customer.
- Work with Customer Success group for critical accounts and situations.
- Work with Development/QA team to provide useful feedback or testing for future improvements.
- Report to Director of Global Technical Support
- Occasional off-hours and weekend work.
- Occasional travel to customer sites and Cloudian offices.

Required Knowledge, Skills, and Experience:
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- 5+ years of technical support experience with demonstrable skills in troubleshooting technical issues with a complex software system. We need more than just information passing between the customer and the Engineering team.
- 3+ years of successful technical support leadership or management experience in global organization.
- High degree of analytical and problem solving skills.
- Customer oriented attitude, strong customer facing skills.
- Proficiency with Linux and networking, and in scripting.
- BS/BA degree or better
- Venture minded, excellent team player.
- Ability to work with minimum supervision.

Desired Knowledge, Skills, and Experience:
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- Java development skills, DevOps experiences
- Distributed systems, NoSQL DB, storage systems knowledge
- Experience on cloud environments (AWS, GCE, Azure) or platforms (OpenStack, CloudStack, etc.)