Job Description
About the role:As a leader in our SaaS company, you will play a pivotal role in managing a junior team of cloud monitoring engineers. Your primary focus will be to ensure that our B2B customers receive exceptional support in cloud infrastructure and financial operations (FinOps). Specifically, ensure maximum possible service availability and performance. You will be a leader of a 24x7 NOC (Network Operations Center), proactive monitoring team responsible for ensuring the health, stability, and performance of production environments and customer-facing services by detecting issues early and preventing outages before they impact users. Unlike reactive support, which responds after failures occur, proactive monitoring anticipates problems and takes preventive action.
You will lead and mentor junior team members as they ramp up their cloud skills, fostering their professional growth while maintaining high service delivery standards. Your ability to coordinate effectively across different skill sets will enhance team collaboration and improve overall response times.
In this role, you will oversee complex technical issues, ensuring they are resolved efficiently and effectively. You will also analyze metrics to identify trends, drive continuous improvement, and implement best practices within the team. Your strong communication skills will be essential as you liaise with customers and internal stakeholders to ensure alignment and satisfaction.
About the role:As a leader in our SaaS company, you will play a pivotal role in managing a junior team of cloud monitoring engineers. Your primary focus will be to ensure that our B2B customers receive exceptional support in cloud infrastructure and financial operations (FinOps). Specifically, ensure maximum possible service availability and performance. You will be a leader of a 24x7 NOC (Network Operations Center), proactive monitoring team responsible for ensuring the health, stability, and performance of production environments and customer-facing services by detecting issues early and preventing outages before they impact users. Unlike reactive support, which responds after failures occur, proactive monitoring anticipates problems and takes preventive action.
You will lead and mentor junior team members as they ramp up their cloud skills, fostering their professional growth while maintaining high service delivery standards. Your ability to coordinate effectively across different skill sets will enhance team collaboration and improve overall response times.
In this role, you will oversee complex technical issues, ensuring they are resolved efficiently and effectively. You will also analyze metrics to identify trends, drive continuous improvement, and implement best practices within the team. Your strong communication skills will be essential as you liaise with customers and internal stakeholders to ensure alignment and satisfaction.
Join us in delivering outstanding support and solutions to our customers while being part of a dynamic team at the forefront of FinOps & Cloud technology. Be a part of a growing team with engagement levels above the top 10% industry benchmark and excellent employee retention.
Responsibilities:- Team Management: Lead, mentor, and develop a team of 6 cloud monitoring engineers, fostering a collaborative and supportive work environment. Attract diverse talent and cultivate an inclusive environment.
- Deliver a 24/7 proactive monitoring service: While we have a global team, your NOC team will be required on occasion to work hours in the evening, weekends, and holidays that align with Flexera's global customer base (North America, EMEA, APAC). During weekends and holidays, your team will also provide front-line customer support while leveraging on-call support engineers as required.
- Customer Satisfaction: Follow up with customers to gauge their satisfaction with problem resolution, identify technical support problem areas based on CSAT survey scores and feedback. Handle CTAs (Calls to Action) and implement corrective actions where needed.
- Performance Monitoring: Track and analyze support metrics to evaluate team performance & goal attainment, identify trends, and implement strategies for continuous improvement. Complete performance reviews and goal-setting exercises within company deadlines.
- Training and Development: Provide ongoing training and development opportunities for junior team members to enhance their technical skills, customer service capabilities, and career progression.
- Process Improvement: Develop and refine support processes and best practices to enhance operational efficiency and service quality.
- Cross-Functional Collaboration: Work closely with other departments, such as product management, engineering, and SRE, to action customer feedback and contribute to service improvements.
- Escalation Management: Handle escalated customer issues with professionalism and urgency, ensuring customer satisfaction and resolution.
- Documentation: Ensure that all support documentation, including runbooks/playbooks and troubleshooting guides, is accurate and up to date.
- Customer Relationship Management: Build strong relationships with key clients, understand their needs, and provide tailored support solutions.
- Strategic Planning: Contribute to the strategic direction of the global support team, aligning goals with company objectives and customer needs. Lead and participate in management-specific initiatives to improve the customer experience and employee engagement.
Requirements:- Passionate customer orientation and dedication.
- At least 2 years of experience as NOC, Technical Support (2nd tier) or similar, preferably in global B2B-focused SaaS.
- 2-5 years of experience as a Team Leader, managing people and operations.
- Solid written, verbal, interpersonal communication, and customer service skills are needed to work successfully with customers in high-stress and/or ambiguous situations.
- Aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment. Ability to follow standard engineering principles and practices. Creative approach to problem-solving.
- Willingness to go the extra mile to get the job done within SLAs and customer commitments.
- Comfort in a fast-paced environment where team success is encouraged.
- Innovative mindset and enthusiasm for process improvement.
- Good understanding of management practices and techniques.
- Excellent leadership and interpersonal skills.
- Experience with at least one Cloud provider (AWS, GCP, Azure).
- AWS Cloud Practitioner or Azure Fundamentals certifications preferred.
- Familiarity with Container technologies (Kubernetes) preferred.
- Bachelor's degree in a technical area preferred (Engineering, Computer Science, IT/Information Systems, etc.)
