Support Lead

Who We Are

Cloudamize, a software business unit within Cloudreach, provides a cloud computing analytics platform that accelerates cloud adoption in the enterprise. Using the Cloudamize platform, customers can calculate and compare TCO across AWS, Azure, and Google Cloud Platform; automatically discover all applications and their dependencies; determine which applications to migrate and when; identify their optimal instances and storage options; design a phased migration plan; and gain clear visibility into cloud costs for better control. Armed with deep analysis and insights, customers can make informed decisions at each stage of your cloud journey faster, easier, and with more confidence, so you can speed and simplify cloud planning, migration, and management and ultimately maximize your cloud ROI.

Opportunity

We are seeking a Support Lead to drive support initiatives with leading technology companies to enhance relevance, reach and revenue for our platform. This role is a critical position that will help the firm develop important relationships and opportunities with influential technology companies.  This person will help refine the overall support strategy working closely with the product, engineering, marketing, customer success, sales and finance teams. With the strategy defined, this individual will build key processes and policies that will ensure that Cloudamize maintains its customer centric philosophy.

General Requirements

  • Manage a team of Support Technicians; act as mentor and coach to team members
  • Provide product support to Support Technicians
  • Enable Support Technicians to diagnose and resolve customer problems and educate users on problem resolutions in a prompt, courteous, and professional manner
  • Ensure customer requirements are met with consistently high quality of service
  • Identify the need for new software products or enhancements to existing products
  • Engage appropriate internal resources to resolve technical issues and update our customers on progress toward resolution
  • Ensure that each support issue and resolution is adequately documented
  • Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement
  • Assist in the QA process of new iterations of the software
  • Determine which issues require software support and redirect those that do not to the appropriate resolution team

Qualifications

  • A bachelor’s degree in business administration, finance, or computer science is required.
  • Must have 5 or more years of experience as a service desk/help desk manager or installation/integration services manager or equivalent work experience..
  • Need experience with and a strong commitment to rigorous, quality-driven process methods. Must have strong presentation, interpersonal written and oral communication skills.
  • Require project management experience.
  • Must have demonstrated the ability to provide consistent, high quality responsiveness and overall service to clients.
  • Presentation skills are necessary.
  • 5+ years of experience with Java and/or  C# required; experience with UML, Rational preferred.

Compensation

This is an opportunity to join an exceptional team at the growth stage of the company. Compensation includes a competitive salary.

To Apply

Please send a short note or video of why you believe you are qualified for the open position. Include your resume and the source where you found the listing. Responses can be sent to hiring@cloudamize.com