Head of Customer Support Engineering

Company Overview:

Clumio is a leading cloud-based data protection and backup solution provider, revolutionizing the way businesses safeguard their critical data. We are seeking an experienced and innovative Technical Customer Support leader to join our dynamic team and lead our technical support department to new heights of excellence.

Position Overview:

As the Customer Support Engineering leader at Clumio, you will play a pivotal role in ensuring our customers receive unparalleled support and satisfaction. You will lead a team of skilled support professionals, driving the resolution of technical issues and maintaining the highest levels of customer engagement and loyalty. This is a technical executive role with a tremendous amount of customer interface. Our customers are the best and brightest in the business and they have great expectations of our products and our company. If you are the type of person who thrives in highly technical environments, enjoys helping customers, managing complex and fast-moving situations, and applying preparation and regular rehearsal to often complicated technical emergencies, this is the job for you. This position is based out of Santa Clara, California. 

Key Responsibilities:

• Lead and inspire the technical support team at Clumio, fostering a culture of excellence and customer-centricity.
• Develop and implement strategies to optimize the efficiency and effectiveness of our support operations, ensuring rapid resolution of customer issues.
• Collaborate closely with cross-functional teams, including engineering and product management, to address customer concerns and drive product improvements.
• Analyze support metrics and trends to identify areas for improvement and make data-driven decisions.
• Develop and maintain comprehensive documentation, training materials, and knowledge bases to support both customers and internal staff.
• Stay informed about industry trends and emerging technologies to continuously enhance our support processes and offerings.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 7+ years of experience in technical customer support, with at least 3 years in a leadership role.
• Strong technical background, with expertise in cloud-based technologies and data protection solutions.
• Proven leadership skills, with the ability to inspire and motivate a diverse team to achieve exceptional results.
• Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.
• Analytical mindset, with the ability to analyze data, identify trends, and drive continuous improvement.
• Customer-focused mentality, with a passion for delivering exceptional service and exceeding customer expectations.

Compensation:

• Base salary for this full-time position ranges from $200,000 - $275,000 + equity + benefits.
• Our base salary figures are determined in good faith at the time of the job posting.
• Individual pay is determined by work location and additional factors, including job-related skills, experience, relevant education or training, licensure and certifications, and/or other business and organizational needs.

Please note that the range provided reflects base salary only, and does not include bonus (if applicable), on-target variable (if applicable), equity, or benefits.

Benefits:

• Competitive salary and equity options
• Comprehensive health, dental, and vision insurance
• 401(k) retirement plan with company match
• Flexible work schedule
• Generous paid time off and holidays
• Ongoing learning and professional development opportunities
• Vibrant and inclusive company culture with opportunities for growth and advancement

Join Clumio and be part of a cutting-edge team that is redefining data protection in the cloud. Apply now to make a meaningful impact and advance your career as our Customer Support Engineering Leader!