EMEA Openstack Cloud Support Lead

  • Mirantis
  • Remote (Prague, Czechia)
  • 05 Jul, 2024
Full time

Job Description

Openstack Cloud Support Lead for OpenStack Products EMEA at Mirantis is responsible for overseeing the entire support team dedicated to our OpenStack-based products and managed services. This role involves managing a team of support engineers, ensuring high-quality customer support, and collaborating with cross-functional teams to deliver exceptional service to our clients.

 

Key Responsibilities:

Team Management

  • Lead, mentor, and develop a team of support engineers to provide effective and timely support to customers.
  • Set clear performance expectations, conduct regular performance evaluations, and provide constructive feedback to team members.
  • Foster a collaborative and inclusive team culture that values knowledge sharing, continuous learning, and innovation.

Customer Support

  • Ensure prompt and effective resolution of customer issues and inquiries related to Mirantis OpenStack products and managed services.
  • Coordinate with other teams, including engineering, product management, and sales, to address complex customer issues and deliver solutions that meet customer needs.
  • Monitor customer satisfaction metrics and implement strategies to improve customer experience and loyalty.

Product Expertise

  • Develop a deep understanding of Mirantis OpenStack products, services, and subscriptions, including their features, functionalities, and implementation best practices.
  • Stay up-to-date with the latest developments in OpenStack technology and industry trends to provide informed support and guidance to customers.
  • Identify areas for process improvement within the support organization and implement initiatives to streamline support workflows, increase efficiency, and enhance customer satisfaction.
  • Collaborate with cross-functional teams to prioritize and implement product enhancements and bug fixes based on customer feedback and support insights.
  • Develop and maintain support documentation, knowledge base articles, and training materials to enable customers and internal teams to troubleshoot issues independently.
  • Conduct regular training sessions for support engineers to enhance their technical skills, product knowledge, and customer service capabilities.

Qualifications

 

  • Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent work experience).
  • Proven experience in managing a support team and or operations of cloud infrastructure in a technology-driven environment, preferably with experience in OpenStack or cloud computing.
  • Strong technical background with expertise in Linux, virtualization, networking, and cloud technologies.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
  • Demonstrated leadership abilities with a track record of building and motivating high-performing teams.
  • Problem-solving mindset with the ability to analyze complex issues, prioritize tasks, and drive resolution.

Nice To have:

  • Knowledge of ITIL or other service management frameworks
  • Experience with tools like Salesforce, Confluence, Jira etc.
  • Experience with agile software development methodologies. 
  • Familiarities with Cloud Native Technologies.

Additional Information

What does Mirantis offer you?

  • At Mirantis, you'll have the opportunity to work with cutting-edge technology, collaborate with talented professionals, and make a meaningful impact on the future of cloud computing. Join us in revolutionizing the way businesses harness the power of the cloud to achieve their goals.
  • As part of our team, you'll embark on a thorough onboarding experience, immersing yourself in all facets of the role, our vibrant company culture, policies, and workflows. Moreover, you'll have the privilege of participating in groundbreaking events as a valued member of the forefront of the Cloud Native Industry.
  • Empowerment is at the core of our ethos. With access to ongoing training, personalized learning initiatives, and self-development opportunities, you'll be primed to excel daily, showcasing your utmost potential.
  • We recognize and reward talent. Expect a competitive compensation package coupled with a robust benefits plan and enticing stock options, ensuring your hard work is duly recognized and rewarded.

We are a Leader for Container Management in G2 (#2 after AWS)!