Head of Support
Velocity is a growing startup, for developers - by developers. By using Velocity, local changes made by the developer are being reflected on the remote existing Kubernetes environments, allowing a faster development and debugging experience without complex configurations. All this is done with an exceptional developer experience and ease of use.
Velocity is seeking a skilled and hands-on Senior Technical Support Engineer to kickstart our new technical support function. As the Senior Technical Support Engineer, you will be responsible for personally handling support requests and gradually building and training a team of technical support professionals dedicated to delivering exceptional support services to our valued customers. The ideal candidate will have a proven track record in technical support, effective communication abilities, and a genuine commitment to providing outstanding customer experiences.
What you will do:
- Provide hands-on support to Velocity's customers, resolving their technical issues efficiently and effectively
- Develop and implement streamlined technical support processes and protocols, ensuring consistency and efficiency in service delivery
- Continuously analyze and assess technical support metrics to identify areas for improvement and implement effective solutions to enhance the quality and efficiency of our support services
- Collaborate with other departments, including product management and customer success, to incorporate customer feedback into product development and refinement processes
- Work closely with the engineering department to resolve customer escalations and prevent such in the future
- Oversee day-to-day technical support operations, handle customer escalations, and ensure timely resolution of support tickets
- Act as the voice of the customer and actively foster a strong sense of community within the support team
- Drive the strategic planning and implementation of a vibrant and engaging support community for Velocity's customers, fostering a collaborative space where users can share knowledge, exchange best practices, and seek assistance from peers and experts alike
What you will bring with you:
- 5+ years of experience in technical support within a software product company, with hands-on experience in resolving customer issues
- Display exceptional leadership skills, exemplary communication capabilities, and strong interpersonal finesse
- Demonstrate adept problem-solving and analytical aptitude
- Familiarity with customer support tools such as Salesforce, Zendesk, or comparable platforms
- Thrive in a fast-paced, dynamic work environment
- Fluency in English is a mandatory requirement
Nice to have but not a must:
- B.Sc. in Computer Science, Information Technology or a related field
- Previous experience as a developer or DevOps engineer would be a significant advantage
If you are a motivated and experienced Senior Technical Support Engineer with a passion for hands-on support and building global support teams, we invite you to apply for this exciting opportunity at Velocity.