At Aera, we deliver the cognitive technology that enables the Self-Driving Enterprise™: a Cognitive Operating System™ that connects you with your business and autonomously orchestrates your operations. Aera's Cognitive OS leverages the best of artificial intelligence, machine learning, natural language processing, big data, and enterprise domain expertise to deliver Cognitive Automation at scale for some of the world's largest companies.Aera is searching for a Director, Technical Support to lead, coach, and develop a global team of technical support engineers; as well as develop a strong team culture across locations. In this highly critical role you will collaborate with the Product, Customer Success, Marketing, and Sales teams to deliver world-class support to Aera’s customers.Are you comfortable working in fast paced environments that requires influencing and driving results across organizational lines, both at your own organization, as well as with customers? Are you data driven; eager to deeply understand the health and performance of a support team through data and metrics? If you said YES to both of these, then we want to talk to you!
Responsibilities Identify metrics and establish a management and reporting rhythm that ensures consistent achievement of operational performance targets Monitor support metrics (case volume, percent escalated, issue categorization and prioritization, backlog, customer impact, etc.) and work as the advocate for the customer to drive product improvement and issue resolution across Aera’s teams Drive operational efficiencies, documentation, tool, and process changes that improve the support experience Define and improve workflows that will help the support team collaborate better with internal teams and external partners Identify and pursue opportunities to enable customers to self-serve on support issues (e.g., through forums, knowledge-bases, better documentation, product enhancements, etc.) Engage with customers directly in the case of escalations, involving Aera leadership whenever appropriate Define the long-term roadmap and structure of Aera’s support team, including career paths and development frameworks for team members
About You Ability to think strategically, as well as tactically and to exercise sound judgment in priority/goal setting Eager to roll up your sleeves and understand our technology from head to toe - you’re not afraid to talk to our teams in SRE, Product, Infrastructure, Security, etc. Very organized, high attention to detail, and the ability to work simultaneously on several pressing priorities Curiosity, creativity, and humility You’re not afraid to make mistakes, but always look to learn from them Possess emotional Intelligence to see things from multiple points of view Flexibility to work across time-zones as part of a global organization Proven ability leading and building high-performing teams focused on continuous improvement, process development, communication and knowledge sharing
Your Background Bachelor's degree: Master's degree is a plus 8-10+ years of working experience in a product technical support environment (or similar) with at least 3 years of experience in leading a global team and a promoter of inclusion Hands-on experience in building a SaaS technical support team Strong verbal and written communications skills; able to effectively communicate across all levels of the organization Results-driven and self-motivated to achieve & exceed goals
At Aera, we're on a mission to solve the biggest, most intractable challenges in the world of enterprise software. We envision the rise of the Self-Driving Enterprise: a more autonomously functioning business with a central operating system that connects and orchestrates business operations. Our Cognitive Operating System is increasingly used by the world's largest companies to fundamentally transform their organizations and how work is done.If you share our passion for building the next generation of enterprise software, and deploying it for the most sophisticated customers in the world, you’ve met your match. Headquartered in Mountain View, California, we're growing fast, with teams in Mountain View and San Francisco (California), Bucharest and Cluj-Napoca (Romania), Paris (France), Munich (Germany), London (UK), Pune and Bangalore (India), Sydney (Australia) and Singapore. So join us, and let’s build the future of work together!