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Director of Technical SupportSanta Clara, California, United States


Director of Technical Support

Santa Clara | California | United States

Are you looking to track down and tackle mission-critical problems head on? Then we're looking for you.

This is your chance to disrupt a multi-billion-dollar industry, change how the world accesses information, and reinvent the way businesses deliver amazing customer experiences.

Couchbase is looking for our newest Director of Global Technical Support to help lead the charge in our Americas practice. As leader of the Couchbase Technical Support team in Santa Clara, CA, you will be responsible for managing the Support team and handling worldwide technical customer support activities related to Couchbase. You will manage day-to-day operations of Technical Support and lead the team to provide high quality customer support in a 24x7x365 environment within committed service levels. Thanks to our fast-growing customer base, it will be crucial for you to grow and develop the team as well.

Responsibilities: You will
    • Lead and grow our technical customer support team.
    • Identify problems early and work them to resolution with customer and internal teams
    • Develop, manage, and maintain strong relationships with customers
    • Manage escalation of critical customer issues, working closely with Engineering, Services, Account Relationship Management, Customer Success and Product Management teams
    • Hire, train, maintain and mentor a staff of seasoned technical support personnel
    • Adopt and continuously improve support management tools and self-service resources to provide customers with highly effective and responsive support options
    • Lead Technical Support teams in the establishment, documentation and adherence to repeatable processes, including quality control
    • Manage analysis and troubleshooting efforts for customer escalations
    • Work closely with development team to escalate recurring issues for root-cause resolution
    • Manage escalations for internal and external customers

Preferred Qualifications
    • Experience with developing database applications/solutions and solid understanding of the software development process
    • Experience building and developing an organization and/or program at scale
    • Experience with one or more Case Management Systems (SFDC, Zendesk, ServiceNow etc.)

Minimum Requirements
    • BS in Computer Science, Engineering or commensurate experience in software and/or a technologically relevant field
    • 4+ years of support services experience in global enterprise software
    • 4+ years of experience in supporting highly scalable software solutions
    • 2+ years of experience managing a support team in a startup environment
    • Experience with networking products, servers and supporting data center requirements supporting/developing enterprise software in mission critical environments
    • NoSQL and Linux experience
    • Must have demonstrated experience in leading and growing customer support teams
    • High level of technical savvy, and ability to communicate effectively with engineers and sophisticated technology customers
    • Exceptional analytical skills, including the ability to figure out how things should work, and to identify patterns and trends
    • Excellent interpersonal, leadership, organizational and project management skills
    • Ability to learn new technologies quickly and apply those learnings in short order

About Couchbase

Couchbase's mission is to be the data platform that revolutionizes digital innovation. To make this possible, Couchbase created the world's first Engagement Database. Built on the most powerful NoSQL technology, the Couchbase Data Platform offering includes Couchbase Server and Couchbase Mobile and is Open Source. The platform provides unmatched agility and manageability - as well as unparalleled performance at any scale - to deliver ever-richer and ever more personalized customer experiences. The world's largest enterprises choose Couchbase database for the most demanding web, mobile and IoT applications - companies like Amadeus, AT&T, Cisco, Comcast, Concur, Disney, Dixons Carphone, eBay, General Electric, LinkedIn, Marriott, PayPal, Ryanair, Viber, Tesco, United Airlines, Verizon, Wells Fargo, and hundreds of others around the world use Couchbase Data Platform for their interactive web, mobile, and IoT applications.

Couchbase's HQ is conveniently located in Santa Clara, CA with additional offices throughout the globe. We're committed to a work environment where you can be happy and thrive, in and out of the office.

At Couchbase, you'll get:
* A fantastic culture
* A focused, energetic team with aligned goals
* True collaboration with everyone playing their positions
* Great market opportunity and growth potential
* Time off when you need it.
* Regular team lunches and fully-stocked kitchens.
* Open, collaborative spaces.
* Competitive benefits and pre-tax commuter perks

Whether you're a new grad or a proven expert, you'll have the opportunity to learn new skills, grow your career, and work with the smartest, most passionate people in the industry.

Revolutionizing an industry requires a top-notch team. Become a part of ours today. Bring your big ideas and we'll take on the next great challenge together.

Check out some recent industry recognition:
*Wealth Front Career-Launching Companies List 2018
*Forbes Next Billion Dollar Startups 2018
*2018 Deloitte Fast 500
*2018 DBTA Readers' Choice Award for Best In-Memory Solutions
*Big Data 100: 35 Coolest Data Management And Integration Vendors
*No. 17 on Forbes' list of Best Big Data Companies to Work For in 2017

Want to learn more? Check out our blog:

Couchbase is proud to be an equal opportunity workplace and is dedicated to pursing, hiring and developing a diverse workforce. Individuals seeking employment at Couchbase are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws.

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