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Director, Technical Support - IndiaHyderabad, Telangana, India

MapR

Director, Technical Support - India

Hyderabad | Telangana | India

You are a customer-facing, hands-on Engineer and Manager who has a track record of working with customers in a support organization. You collaborate with the account team, and the partner ecosystem in your territory to drive resolutions to product support and find ways to position revenue and consulting engagements appropriately. You drive resolutions through Engineering and bring the right folks to collaborate on issue resolution.

At MapR, Managers drive the following customer-related activities:
  • Act as the main point of contact and take full responsibility for both success and failures in product resolutions;
  • Develop relationships with key customer and partner technology contacts;
  • Ability to influence teams and Engineering and develop strategies;
  • Facilitate responses, workshops, and training's for both staff and customers ;
  • Collaborate with knowledge Engineers for self-service with focus on high first call resolution
  • A people's leader who takes pride in delivering value and see others succeed let it be engineers or customers.
  • Technical to the extent that they can stand on their own and defend the solution
  • A completely metrics driven person where SLAs, MTTRS, customer satisfaction are feedbacks are taken seriously for a change
  • Ability to get on a call with customers and be convincing and develop action plans, if necessary.
  • Push for TAMs and CSMs where necessary and make sure all updates and promises are kept. Be ready to travel to customer sites to represent MapR to C-level executives.
Required:
  • 10+ years of customer-facing Support experience, with a proven ability to establish technical leadership with a demanding prospect and customer base.
  • Understanding the Enterprise sales cycles, requirements, and support needs
  • Broad architectural understanding of storage, networking, enterprise architectures, and cloud strategies
  • Hands-on experience with Linux-based systems
  • Prior experience in supporting: enterprise-scale database, data management, data warehousing, big data, business intelligence, and/or machine learning solutions
  • Intellectual curiosity and an ability to learn quickly
  • BA/BS degree
Preferred:
  • Hadoop or other NoSQL database experience
  • BA/BS in a technical discipline
About MapR Technologies, Inc.:

MapR Technologies, a provider of the industry's next generation data platform for AI and Analytics, enables enterprises to inject analytics into their business processes to increase revenue, reduce costs, and mitigate risks. MapR addresses the data complexities of high-scale and mission-critical distributed processing from the cloud to the edge, IoT analytics, and container persistence. Global 2000 enterprises trust the MapR Data Platform to help them solve their most complex AI and analytics challenges. Amazon, Cisco, Google, Microsoft, SAP, and other leading businesses are all part of the MapR ecosystem. For more information, visit mapr.com.

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