Vulnerability Analyst
RxSense
CloudLinux
Salary
💰 $160,000 - $240,000 per year
Job Level
JuniorMid-Level
Tech Stack
CloudLinux
About the role
- Collaborate with the Director of Customer Support to support the development and coaching of the Support Response team, ensuring they consistently deliver outstanding customer experiences
- Ensure 24/7 monitoring and support of all customer tickets, monitoring platforms, and applications
- Ensure first response SLA’s are achieved for customer cases
- Develop and implement standard operating procedures for issue triage, resolution, and escalation
- Coordinate with different teams (support, engineering, etc) for efficient problem resolution
- Support the Customer Support team by participating in and leading training sessions, team meetings, and addressing roadblocks
- Ensure that departmental policies, procedures, and documentation accurately reflect best practices, making necessary changes or modifications as needed
- Review, create, and distribute support metrics to track team performance and customer satisfaction, constantly seeking opportunities for improvement in support processes and practices
- Assist in developing workflows and procedures for the team based on industry-standard frameworks
- Manage 24/7 schedules for direct reports, including coordinating coverage for time-off requests and approving timesheets
- Participate in the hiring process for support team candidates
- Conduct performance reviews for members of the Customer Support team
- Lead by example, actively engaging in resolving customer cases while maintaining the necessary technical knowledge to function effectively as a team member
Requirements
- Must be flexible in working nights and weekends as needed, as well as maintaining an on-call schedule
- Have an understanding of AI development, GPU computing, and Cloud computing technologies
- Have 2 years experience in a technical team leadership or managerial role
- Have the ability to evaluate and optimize support processes and workflows, identifying areas for improvement, with a record of successfully implementing changes to enhance efficiency and productivity
- You are someone who pays attention to detail and has the ability to follow instructions
- You are action-oriented and have a strong willingness to learn
- Have experience supporting customers in a Linux environment
- Have experience building and leading a 24/7 technical support organization or NOC
- Have experience with monitoring and alerting systems
- Nice to have: Experience with GPU Cloud Services
- Nice to have: Experience Supermicro & Nvidia hardware
- Nice to have: Experience using and/or administering Zendesk / Jira
- Nice to have: Experience scaling support teams and handling customer escalations
- Nice to have: Experience with digital operations platforms like PagerDuty, Incident.io, or Ops Genie
