About OffSec 

Founded in 2007 by the creators of Kali Linux, OffSec (formerly known as Offensive Security) is the leading provider of continuous professional and workforce development, training, and education for cybersecurity practitioners. OffSec’s distinct pedagogy and practical, hands-on learning help organizations fill the infosec talent gap by training their teams on today’s most critical skills.

Become a part of our global presence and work from anywhere.With team members in over 40 countries, we believe in inspiring people of all backgrounds and communities. The OffSec team is composed of diverse, internationally published authors, conference speakers, and seasoned information technology professionals from both the private sector and governments worldwide.

Excited about our mission and what we do? Apply and join us!

About the Job

As the Operations Managerfor Customer Support, you will play a pivotal role in managing and optimizing the efficiency of our learner support operations. You will be responsible for developing and implementing strategies to enhance customer satisfaction, streamline processes, and ensure the delivery of high-quality support services. This role requires a proactive leader with strong analytical, organizational, and interpersonal skills. This role will handle 3 groups (Proctoring, Student Success Care Services and Community).

Ideal candidates will be a manager with prior experience managing staff, providing quality assurance reviews, and experience in staff human resources laws, guidelines and management. This position will have a flexible schedule. Candidates must be available to work any day of the week and any shift, as support groups are staffed 7 days a week, 24 hours a day. The Operations Manager is a part of the Student Success Management team at OffSec. 

Duties and responsibilities

Team Leadership:

• • • Lead, coach, and mentor a team of learner support leads, including Associate Managers, Team Leads, and SMEs.
    • Serve as the primary escalation point for learner support leads.
    • Foster a positive and collaborative work environment, encouraging innovation and continuous improvement.
    • Conduct regular performance evaluations and provide constructive feedback.
  • Operational Strategy:
    • Develop and implement strategic plans to optimize learner support operations (Proctoring, Student Success Care Services, and Community).
    • Identify and implement process improvements for enhanced efficiency and effectiveness.
    • Collaborate with cross-functional teams to align support operations with company goals.
  • Performance Metrics:
    • Establish and monitor key performance indicators (KPIs) for measuring and improving team performance.
    • Analyze data and trends to make informed decisions and recommendations.
    • Implement initiatives to meet or exceed NPS targets and other company goals.
  • Resource Management:
    • Manage staffing levels to meet learner support demand.
    • Address behavior or work product issues promptly.
    • Optimize resource allocation and scheduling for efficient coverage.
    • Collaborate with HR for recruiting, onboarding, and training new team members.
    • Ensure adherence to the Code of Conduct; address issues through appropriate disciplinary action.
    • Recommend status changes, including disciplinary actions, position changes, promotions, and salary increases.
    • Develop programs to promote employee retention.
  • Technology and Tools:
    • Evaluate and implement learner support tools and technologies to enhance productivity.
    • Stay informed about industry best practices and emerging trends in customer support technology.
  • Perform other duties as needed.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, or related field.
• Proven 8 years of experience in customer support or operations management.
• Strong written and oral English language skills.
• Effective interpersonal skills, facilitating communication with individuals at all organizational levels.
• Maximizes computer and systems tools for data interpretation and report generation.
• Knowledge of Google applications.
• Strong leadership skills.
• Flexibility in handling daily issues related to labor, discipline, and management.
• Comprehensive understanding of Labor Law.
• Excellent analytical and problem-solving skills.
• Critical and analytical thinking for sound judgment and decision-making.
• People-oriented with effective listening and coaching skills.
• Highly ethical, recognizing the importance of professional certification and its impact on students.

Working conditions

This position manages learner support teams that are staffed 24 hours a day 7 days a week. The Operations Manager will work on a flexible schedule to have a presence across multiple shifts. Weekend work is by request and the Operations Manager will be given one weekend off per month. The Operations Manager will be scheduled 5 days a week. Position is fully in a work-from-home setup.

Direct reports

All learner support leads reports to this position. 

Location

Must be based in Cebu, Philippines.

EEO

OffSec provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Acquia empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the Acquia Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.

Headquartered in the U.S., Acquia is a Great Place to Work-CertifiedTM company in the U.K., is listed as one of the world’s top software companies by The Software Report, and is positioned as a market leader by the analyst community.. We are Acquia. We are building for the future and we want you to be a part of it!

The Opportunity

The SRE engineer is responsible for designing and delivering secure and highly available solutions. You will be a critical part of a team focused on ensuring our services are ready and stress tested. You should be comfortable taking on new challenges, defining potential solutions and implementing designs in a team environment. You will be working on a tech stack composed of Linux, Kubernetes, Ruby, Go-lang, Python, pgSQL, MySQL, Redis, Jenkins, Github and GCP.

You'll Spend Time:

• SRE partners closely with Engineering and Support. We are responsible for the deployment, and continuous operation of the Monsido platform. 
• Making sure we automate as many tasks as possible to make diagnostics, scaling, healing and deployments a breeze.
• Working on a team responsible for a blend of architecture, automation, development, and application administration.
• Developing and deploy solutions from the infrastructure, to the network, and application layers, on public cloud platforms.
• Ensuring our SaaS platform is available and performing, and that we can notice problems before our customers.
• Collaborating with Support and Engineering on customer issues, as needed.
• Working with distributed data infrastructure, including containerization and virtualization tools, to enable unified engineering and production environments;
• Developing dashboards, monitors, and alerts to increase situational awareness of the state of our production issues/sla/security incidents.
• Independently conceiving and implementing ways to improve development efficiency, code reliability, and test fidelity.
• Participating in on-call rotation

You'll be Successful if You:

• Are anExpert in Unix/Linux OS administration (5-8 years)
• Proficient with computer network setup and debugging
• Proficientwith at least one scripting language (Shell, Python, …)
• Competentwith deploying, tuning, and maintaining Linux-based, highly available, fault-tolerant platforms in public cloud providers such as GCP, AWS or Azure
• Competent with Kubernetes
• Competent with application containerization
• Competent with SQL and relational database administration (PostgreSQL, MySQL)
• Competent with configuration management

Suggested Years of Experience:

• DevOps and/or build & release experience including delivery: +3 years
• Software Configuration Management tools: +2 years
• DB/Data Platforms: CitusDB/PgSQL: +2 years
• Application monitoring tools: +2 years
• Experience with Kubernetes and containerization +1 year

Extra credit:

• Best practices in infosec.
• The ability to dig deep into infrastructure and code to solve problems.
• The drive to solve traditional operations problems through automation.
• High attention to detail.

Acquia is an equal opportunity employer. We hire without regard to age, colour, disability, gender (including gender identity), marital status, national origin, race, religion, sex, sexual orientation, or any other status protected by applicable law.

Position:              Software Engineer (job code 88183)

Duties:              Design and implement core architecture components for new features and improve performance for existing high-traffic, high available data ingestion and search API. Build infrastructure, monitoring, and tools to increase automation, and improve the efficiency of the engineering team while maintaining technical excellence in the codebase. Monitor our customers’ technical landscape, anticipate and build systems that scale with our fast-growing customer base. Act as a partner to the Solution Architecture team to come up with creative solutions for customers that don’t overstep current product or system capabilities. Influence and interface with external customer stakeholders by distilling complex technical architectures into easy to understand concepts.

Education Required:           Master or foreign equivalent in Computer Science, Computer Engineering, Applied Mathematics    or related field.

Special Requirements:     Must have prior work experience, coursework, or internship in each of the following:

1. Building software solutions and software architecture
2. Data Structures and algorithms
3. Programming and Object Oriented Programming Services
4. Scala, Java or Python
5. SQL Databases including Mysql or Postgres
6. Designing end to end applications, which communicate via services or APIs
7. Web technologies including HTTP
8. Spark, Hadoop, Solr or Mapreduce
9. Linux systems

• May work at various unanticipated locations throughout the U.S.
• Telecommuting permitted, may reside anywhere in U.S.

Salary:               $147,713 - $182,857 per year

Worksite:           700 East El Camino Real, Suite 130, Mountain View, CA 94040

#LI-DNI

Position Overview

Our customers are at the forefront of some of the most interesting data in the world, using SingleStore to push the boundaries every day. To do this well, they leverage the expertise of our Support Engineering Team, composed of technical subject matter experts on the frontlines of critical customer issues. 

This Support Engineering role skews far more towards engineering than typical technical support as you will need to delve into database internals and memory allocators, investigate Linux and host-related configurations, and diagnose SQL query behavior, all in the name of resolving complex database issues. Our Support Engineers are constantly learning a wide range of customer systems and technical concepts and are thrilled by the new and exciting challenges that they encounter on a regular basis. 

To accurately identify the source and solution of an issue, this team will take the time to learn about the customer’s business and systems while helping to improve their fundamental SingleStore and database operational knowledge. This often requires additional research and time spent on learning new technologies and tools outside of SingleStore while also being deeply engaged with multiple departments including development teams, query performance engineering, product management, infrastructure SREs, etc.

Required Hours

• The hours required are from 9:00 AM - 6:00 PM PST
• Participate in our on-call rotation that may include weekends and holidays.

Role and Responsibilities

• Provide email and live technical support to our enterprise customers, acting as the first line of defense for complex technical issues, bug diagnosis, or resolving critical outages.
• Identify and reproduce product issues, perform QA, and submit formal bug reports or feature requests to the appropriate Engineering team.
• Collaborate closely with software developers, sales engineers, and technical account managers to keep all teams up to date with current issues a customer may be facing.
• Work to streamline and improve various Support and Engineering processes and tools, author new internal run-books or public documentation, and help the team continually improve efficiency and effectiveness.
• Ensure customers have a positive support experience during every interaction.

Required Skills and Experience

• 3+ years of advanced customer-facing technical support experience.
• Experience with MySQL or MySQL-like (MariaDB, Aurora, etc) database and SQL Query Optimization. 
• A solid sysadmin/QA/Testing skill set. That means you are comfortable testing software and finding its limits, hands-on with Linux, checking utilization of system I/O, measuring network throughput, and are comfortable navigating large log files. Bonus points for familiarity with Kubernetes and past Testing/QA experience.
• Experience with a scripting or coding language. Whether it’s Python, Bash, or Go, you should have a go-to solution for quick and dirty problem-solving and be able to navigate through our code base.
• Familiarity with distributed systems and AWS/GCP. You understand how organizations deploy and maintain distributed applications and services across multiple machines Bonus points for knowing how to analyze them for performance bottlenecks and remove single points of failure.
• Strong written and verbal English communication skills. Have the ability to explain technical concepts to a wide range of end-users.

SingleStore delivers the cloud-native database with the speed and scale to power the world’s data-intensive applications. With a distributed SQL database that introduces simplicity to your data architecture by unifying transactions and analytics, SingleStore empowers digital leaders to deliver exceptional, real-time data experiences to their customers. SingleStore is venture-backed and headquartered in San Francisco with offices in Sunnyvale, Raleigh, Seattle, Boston, London, Lisbon, Bangalore, Dublin and Kyiv. 

Consistent with our commitment to diversity & inclusion, we value individuals with the ability to work on diverse teams and with a diverse range of people.

Please note that SingleStore's COVID-19 vaccination policy requires that team members in the United States be up to date with the current CDC guidelines for their vaccinations with one of the United States FDA-approved vaccine options to meet in person for SingleStore business or to work from one of our U.S. office locations. [It is expected that this will be a requirement for this role]. If an exemption and/or accommodation to our vaccination policy is requested, a member of the Human Resources department will be available to begin the interactive accommodation process.

To all recruitment agencies: SingleStore does not accept agency resumes. Please do not forward resumes to SingleStore employees. SingleStore is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company.

#li-remote #remote-li 

SingleStore values individuals for their unique skills and experiences, and we’re proud to offer roles in a variety of locations across the United States. Salary is based on permissible, non-discriminatory factors such as skills, experience, and geographic location, and is just one part of our total compensation and benefits package. Certain roles are also eligible for additional rewards, including merit increases and annual bonuses. 

Our benefits package for this role includes: stock options, flexible paid time off, monthly three-day weekends, 14 weeks of fully-paid gender-neutral parental leave, fertility and adoption assistance, mental health counseling, 401(k) retirement plan, and rich health insurance offerings—including medical, dental, vision and life and disability insurance. 

SingleStore’s base salary range for this role, if based in California, Colorado, Washington, or New York City is: $X - $X USD per year

For candidates residing in California, please see ourCalifornia Recruitment Privacy Notice. For candidates residing in the EEA, UK, and Switzerland, please see ourEEA, UK, and Swiss Recruitment Privacy Notice.

• You will identify & cultivate strategic customer relationships to obtain feedback on existing products, identify opportunities, & establish requirements for emerging products
• Take ownership of the strategy, growth, and success of Tanium products including guiding the evolution of Tanium’s endpoint tools and capabilities.
• Assist in the development of sales & technical enablement materials
• Collaborate with sales leadership to establish the go-to market strategy for your products, target prospective customers, and exploit competitive differentiators for your products
• Support product marketing initiatives, partner relationships, and other opportunities to accelerate the adoption of your products and to build Tanium’s brand
• Define strategic direction for your products and work with stakeholders, both internal and external, to achieve buy-in for your vision and their role in executing on it
• Collaborate with the product management team to identify new products that align with Tanium’s technology, strategic direction, and business imperatives

• 3 to 5 years Enterprise Software experience
• 3 to 5 years of professional work experience in analytical (investment banking, consulting, data science), strategic (product management, business operations, strategy), or engineering (software engineer) roles
• Minimum 5 years hands on experience with IT operations and systems management products
• Demonstrated success in working with engineering teams to plan, develop and launch successful software products
• Experience with and knowledge of Tanium and/or other enterprise endpoint agents on a variety of operating systems including Windows, Linux, and MacOS

• Willingness to take on firmly entrenched competitors with creative approaches to technology, and tenacious pursuit to build and grow a product’s customer base
• Excellent communicator with an intuition for technology and software business strategy
• Intuition to identify greenfield (or neglected) markets that align with Tanium’s platform and present opportunities for rapid growth
• Ability to establish and nurture strong customer champions for a product that can serve as its advocates and its advisory board
• Strong written communication, verbal communication and presentation skills
• Adept at understanding and navigating organizations in order to inspire and influence internal and external customers

About Tanium 

Tanium delivers the industry's only true real-time cloud-based endpoint management and security offering. Its converged endpoint management (XEM) platform is real-time, seamless, and autonomous, allowing security-conscious organizations to break down silos between IT and Security operations that results in reduced complexity, cost, and risk. Securing more than 32M endpoints around the world, Tanium's customers include Fortune 100 organizations, top US retailers, top US commercial banks, and branches of the U.S. Military. It also partners with the world's biggest technology companies, system integrators, and managed service providers to help customers realize the full potential of their IT investments. Tanium has been named to the Forbes Cloud 100 list for nine consecutive years and ranks on the Fortune 100 Best Companies to Work For. For more information on The Power of Certainty™, visitwww.tanium.comand follow us onLinkedIn andX. 

On a mission. Together. 

At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions.   

We are an organization with stakeholders around the world and it’s imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things. 

Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.  

What you’ll get

The annual base salary range for this full-time position is $130,000 to $395,000. This range is an estimate for what Tanium will pay a new hire. The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience.

In addition to an annual base salary, team members will receive equity awards and a generous benefits package consisting of medical, dental and vision plan, family planning benefits, health savings account, flexible spending account, transportation savings account, 401(k) retirement savings plan with company match, life, accident and disability coverage, business travel accident insurance, employee assistance programs, disability insurance, and other well-being benefits.

For more information on how Tanium processes your personal data, please see our Privacy Policy.

Production  Support Engineer 

Location: US REMOTE

Who we are

Are you passionate about innovating at the intersection of technology and personal security? At Pindrop, we recognize that the human voice is a unique personal identifier, increasingly susceptible to sophisticated fraud, including the threat of deepfakes. We're leading the way in developing cutting-edge authentication, fraud prevention, and deepfake detection. Our mission is to provide seamless and secure digital experiences, safeguarding the most personal aspect of our identity: our voice. Here, you'll be part of a team driven by values of Innovation, Customer Advocacy, Excellence, and Impact. We're not just creating a safer digital landscape by fortifying trust and integrity with those we serve, we’re also building a dynamic, supportive workplace where your contributions make a real difference.

Headquartered in Atlanta, GA, Pindrop is backed by world-class investors such as Andreessen-Horowitz, IVP, and CapitalG.

What you’ll do 

• Serve as the first point of customer support
• Responsible for undertaking detailed troubleshooting and investigations to identify root causes/fixes for complex technical issues
• Take ownership of and resolve customers' product issues via telephone, email, or in-person, while meeting or exceeding stated service level agreement (SLA) timeframes
• Work with engineering team to understand best deployment practices and product architecture 
• Participate in the testing of new product releases
• Manage and track issues to ensure accurate and complete resolution. Keep Incident Tracking Database up to date with new solutions
• Contribute articles to the knowledge base in an effort to promote self-help for our customers
• Maintain solid customer relationships by handling their questions and concerns with speed and professionalism. Is accessible and available to multiple customers
• Establish priorities and communicate rationale and timeframe clearly to customers. Overcomes constraints to meet established deadlines

Who you are

• Self-starter with the ability to multitask 
• You enjoy working in a fast-paced start-up culture
• Good communication and presentation skills
• You are resilient in the face of challenges, change, and ambiguity
• You are optimistic and believe that you can make a problem into a solution
• You are resourceful, excited to uncover innovative solutions and teach yourself something new when needed
• You take accountability, do the things you say you’ll do, under-promise and over-deliver
• You are nimble and adaptable when priorities change and continue to see the “forest through the trees” 

Your skill-set: 

• Experience with UNIX and Linux systems
• SQL 
• Basic network and systems knowledge 
• Telephony experience is a plus
• Cloud Skills.
• Knowledge of how API's / REST clients work.
• Understanding of tools like Postman or curl.
• Ability to use cloud platforms ( google cloud, grafana, etc.. )
•  Understanding of basic CS items ( Networking, DB, OS, Scripting etc. )

What’s in it for you:

As a Pindropper, you join a rapidly growing company making technology more human with the power of voice. You will work alongside some of the best and brightest. We’re a passionate group committed to excellence - but that doesn’t stop us from enjoying the journey as a team with chess and poker tournaments, catered lunches and happy hours, wellness programming, and more. Because we take our jobs seriously, we add in time for rest with Unlimited PTO, Focus Thursday, and Company-wide Rest Days. 

As a Production Support Engineer’, you will have the opportunity to work alongside other teams to deliver top notch solutions for enterprise client bases. Our environment is fast-paced and gritty that allows for hungry, driven engineers to flourish. 

• Within 30 days you’ll be
  • acclimated with our OnPrem and Cloud products and start working on account access.
• Within 60 days you’ll
  •  start to join troubleshooting sessions with other engineers and learn the internal complexities.
• Within 90 days you’ll
  • independently handle customer cases and incidents while working collaboratively with multiple internal teams.

What we offer 

As a part of Pindrop, you’ll have a direct impact on our growing list of products and the future of security in the voice-driven economy. We hire great people and take care of them. Here’s a snapshot of the benefits we offer:

• Competitive compensation, including equity for all employees
• Unlimited Paid Time Off (PTO)
• 4 company-wide rest days in 2024 where the entire company rests and recharges!
• Generous health and welfare plans to choose from - including one employer-paid “employee-only” plan!
• Best-in-class Health Savings Account (HSA) employer contribution
• Affordable vision and dental plans for you and your family
• Employer-provided life and disability coverage with additional supplemental options
• Paid Parental Leave - Equal for all parents, including birth, adoptive & foster parents
• One year of diaper delivery for your newest addition to the family! It’s our way of welcoming new Pindroplets to the family!
• Identity protection through Norton LifeLock
• Remote-first culture with opportunities for in-person team events
• Remote first environment - meaning you have flexibility in your day!
• Company holidays
• Annual professional development and learning benefit
• Pick your own Apple MacBook Pro
• Retirement plan with competitive 401(k) match
• Wellness Program including Employee Assistance Program, 24/7 Telemedicine

What we live by

At Pindrop, our Core Values are fundamental beliefs at the center of all we do. They are our guiding principles that dictate our actions and behaviors. Our Values are deeply embedded into our culture in big and small ways and even help us decide right from wrong when the path forward is unclear. At Pindrop, we believe in taking accountability to make decisions and act in a way that reflects who we are. We truly believe making decisions and acting with our Core Values in mind will help us to achieve our goals and keep Pindrop a great place to work:    

• Audaciously Innovate - We continue to change the world, and the way people safely engage and interact with technology. As first principle thinkers, we challenge standards, take risks and learn from our mistakes in order to make positive change and continuous improvement. We believe nothing is impossible.
• Evangelical Customers for Life - We delight, inspire and empower customers from day one and for life. We create a partnership and experience that results in a shared passion.   We are champions for our customers, and our customers become our champions, creating a universal commitment to one another. 
• Execution Excellence - We do what we say and say what we do. We are accountable for making the tough decisions and necessary tradeoffs to deliver quality and effective solutions on time.
• Win as a Company - Every time we win, we win as a company. Every time we lose, we lose as a company. We break down silos, support one another, embrace diversity and celebrate our successes. We are better together. 
• Make a Difference - Every day we have the opportunity to make a positive impact. We operate with dedication, passion, and uncompromising integrity, creating a safer, more secure world.

Not sure if this is you?

We want a diverse, global team, with a broad range of experience and perspectives. If this job sounds great, but you’re not sure if you qualify, apply anyway! We carefully consider every application and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time.

Pindrop is an Equal Opportunity Employer

Here at Pindrop, it is our mission to create and maintain a diverse and inclusive work environment. As an equal opportunity employer, all qualified applicants receive consideration for employment without regard to race, color, age, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, marital and/or veteran status.

 #LI-Remote

Position Overview 

Detecting cyberattacks in real-time requires a high-performance suite of software that can sift through terabytes of data. You will be joining a team that has been tasked with developing software to aide in the detection of network-based attacks.

Responsibilities  

• Interpret product requirements into software designs, implementations, and tests that take performance, maintainability, and operational efficiency into consideration
• Monitor, troubleshoot, and improve systems to deliver outstanding reliability to customers
• Work with other groups including Product Management, UX, Security Research and Data Science to help customers simplify security
• Provide technical leadership as you grow into the role   

Requirements: 

• Growth mindset
• 3+ years professional C++
• 3+ years developing software for Debian-based Linux
• Strong Python experience
• Knowledge of software design principles and leading software development practices
• Ability to troubleshoot complex systems
• Strong communication & collaboration skills 
• Willingness to get things done, take initiative, and own quality

Preferred:

• Knowledge of networking principles and protocols
• Ability to work in a collaborative environment 
• Knowledge of automated testing such as Jenkins
• Knowledge of source code management tools; e.g. Git   

Education: 

• B.S or M.S or Ph.D. in Computer Science (or equivalent experience) 

About the role 

At Lambda Labs, we are seeking a driven and experienced Manager of High Performance Computing (HPC) Support Operations. As the HPC Support Operations leader at Lambda, you will play a pivotal role in providing design feedback on HPC solutions as well as ensure the highest level of customer satisfaction by responding to and resolving technical issues.  In addition to leading, developing, and mentoring a team of  HPC Support Engineers, you will also engage product, engineering, and sales teams to provide input into solution and product development.

Must be flexible in working nights and weekends as needed, as well as maintaining an on-call schedule.  This position reports to the Director of Customer Support.

What You'll Do

• Ensure escalations are handled appropriately and consistently across the team.
• Collaborate with the Director of Customer Support to support the development and coaching of the HPC Support team, ensuring the team continues in their technical growth and consistently delivers outstanding customer experiences.
• Stay updated on the latest HPC and Nvidia technologies and provide recommendations based on thorough research and knowledge.
• Support the HPC Support team by selecting, 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.
• Provide thought leadership in the evolution of product development based on experiences from customer deployments and field installations.
• Review, develop, 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.
• Lead your team to develop tools that assist in the troubleshooting and resolution of technical issues encountered.
• Manage team on-call schedule and duties.
• Conduct performance reviews for members of the HPC Support team.
• Lead by example, actively engaging in resolving customer cases while maintaining the necessary technical knowledge to function effectively as a team member.

You

• Proven experience in a technical leadership role, preferably within HPC or AI industry
• Strong knowledge of GPU InfiniBand HPC clusters, including hardware, software, and networking components
• Advanced knowledge of Linux administration and troubleshooting
• Have excellent leadership and team management skills with the ability to motivate and develop a high-performing team
• Exceptional customer service and communication skills, with the ability to interact effectively with internal and external customers and stakeholders
• Strong problem solving and analytical skills, with a proactive approach to identifying and resolving technical issues
• You are action-oriented, humble, have a strong willingness to learn, and serve the team members you lead

Nice to Have

• Advanced degree in related field
• Certifications in HPC, network, or related technologies
• Experience working with AI startups and large enterprises

Salary Range Information 

Based on market data and other factors, the salary range for this position is $170K - $210K/yr.  However, a salary higher or lower than this range may be appropriate for a candidate whose qualifications differ meaningfully from those listed in the job description.