You will collaborate effectively with other functions across the Development, Level 3 (L3) Support, Customer Support, Mechanical Engineering, and Account Technical Advisers. You will balance short-term execution and escalation management with long-term organizational development, process optimization, and continuous improvement initiatives.
Responsibilities
Lead and develop multiple global technical teams through their GEO Team Leads/Manager.
Drive operational excellence, technical disciplines, process improvements, and global alignment.
Partner with R&D, Product, Mechanical Engineering, and Customer-facing teams to improve customer outcomes.
Collaborate with a variety of teams and interests (Senior Support Team, Technical Advisers, Global Operations)
Ensure high levels of customer satisfaction and service delivery.
Provide leadership, coaching, and strategic direction to Managers/Team Leads and senior technical contributors.
Prioritize resources and initiatives to maximize business impact
Contribute to maintaining and improving internal knowledge base and procedures
Engage with L3 to solve field issues, known best practices and procedure updates
Actively participate in projects as assigned, in order to achieve department and Company goals
Travel domestically or internationally as required
Requirements
Experience:
Proven experience leading managers and global technical teams.
Outstanding communications skills (written and verbal)
Strong background in enterprise storage, Linux, networking, and customer support organizations.
Strong leadership and stakeholder management skills.
Ability to drive organizational change, process improvements, and operational excellence.
The position requires a willingness to work during weekends and holidays as needed
Preferred Qualifications:
Customer support experience (Tier 2-3)
Experienced working in a Linux environment, familiarity and comfortable at the command line interface, basic networking familiarity and problem determination
