Support Manager

Who We Are

Firebolt is a disruptor in the data & analytics space. Based on technology that delivers an order-of-magnitude performance leap in TB-scale analytics, Firebolt helps the most data-forward companies create a new wave of data & analytics experiences for end-users. With a team of world-class data experts led by leadership veterans from Google BigQuery and Sisense and backed by $264M in funding - we are growing quickly and are poised to build the data platform of the future and set a new bar for what can be done with data.

The Team

Firebolt’s Support team is composed of customer-focused engineers who enjoy solving challenging problems. Our goal is to help customers build amazing data ecosystems using Firebolt, delivered through scaled engagements and critical issue resolution. We build deep relationships with our customers and act as constant advocates internally on their behalf. We interface with our customers primarily through email and chat, and utilize alternative methods where necessary. 

The Role

We’re looking for a hands-on Support Leader with strong data technologies and management experience who can steer our support team to great excellence in execution.

What You’ll Do

• Overall responsibilities of department's vision, success, technical leadership, processes, KPIs tracking, and reporting
• Prioritize, manage multiple technical projects, meet deadlines, possess strong problem-solving and decision-making skills, be self-motivated, and demonstrate calmness and composure under stress.
• Support the growth of a team of exceptional support Engineer by mentoring and hiring
• Deliver exceptional customer experiences through email and chat
• Drive with empathy to advocate for our customers internally across the business
• Publish internal and external best practices, guides, and documentation
• Partner closely with Engineering and Solution Architecture to troubleshoot and solve complex problems
• Reproduce and file bugs to Jira using analytical tools, log parsers, and cloud systems
• Build a scaled Support plan as we grow our customer base

• Prior team management experience and leadership skills
• 5+ years of technical customer-facing experience in data-related markets
• Experience solving complex issues involving multiple systems and layers
• Intermediate knowledge of SQL and relational database systems
• Proven experience driving critical production issues to resolution
• Ability to deliver complex topics in concise written communication

Nice to have:

• Deep understanding of the data and analytics space
• Experience working with Cloud-based networking technologies (VMs, Load Balancers, Proxies, etc.)
• Hands-on experience with APIs or related technologies