IT Engineer
Algolia
LinuxMacOS
Job Level
Mid-LevelSenior
Tech Stack
Open Source
About the role
- Lead a diverse, globally-diverse, multicultural APAC team of Percona Managed Services engineers
- Maintain high levels of service and search for individuals that fit company culture
- Build and maintain relationships with customers to ensure effective service delivery
- Make decisions to develop team members and encourage their professional growth
- Drive process improvement and organizational change to enhance service and technical delivery
- Ensure team meets customer expectations daily and look for ways to make the team better
- Manage hiring, mentoring, and performance of a high-performing remote team
- Represent Managed Services culture and push continuous improvement across the organization
- Work remotely within the APAC region and maintain a stable high-speed internet connection
Requirements
- 5+ years experience with people management/leadership servicing external customers
- Experience managing technical teams, preferably in a customer-facing support environment
- Experience with process improvement and organizational change management
- Fluency in written and spoken English
- Experience in Project Management
- Superior customer service skills and desire to ensure our customers’ success
- Passion and drive to see a problem, build a plan and fully execute that plan
- Versed well enough in industry jargon to talk about low-level technical details or high-level strategy
- Ability to identify and resolve problems in a timely manner and gather and analyze complex information quickly
- Able to work independently with minimal direction
- Strong work ethic and entrepreneurial approach
- Ability to work remotely
- Demonstrated ability to mentor and grow people (preferred)
- Communicates clearly and professionally to convey confidence even when under pressure (preferred)
- Familiarity with Open Source, its core values, its community, and its mindset (preferred)
