by Angela Guess
10gen is looking for a Director of Technical Support in New York. The company is looking for someone who would report to the CTO “to lead and build out the support function for MongoDB, the leading NoSQL database.” Responsibilities of the position include: “Own the support process at 10gen ensuring that we deliver professional, accurate, complete, and helpful answers as quickly as possible to every customer issue. Be the point of contact for customer escalations. Build a global support team to provide 24/7 coverage. Define response-time and quality SLAs for tickets and ensure these are adhered to. Create processes and tools to train new hires. Define and implement internal support processes to improve efficiency. Produce monthly and quarterly reports showing root causes for issues.”
Qualifications for the position include: “A leadership position in a customer service organization of a technology company with 5+ years experience in support for a technology company. Must have demonstrated experience in leading and managing global support teams. Proven background in improving customer experience and improving operational performance. Outstanding collaboration skills with a proven ability to work with multiple stakeholders across functional areas to accomplish shared goals.”
photo credit: 10gen
