Mirantis helps organizations ship code faster on public and private clouds. The company provides a public cloud experience on any infrastructure from the data center to the edge. With Lens and the Mirantis Cloud Native Platform, Mirantis empowers a new breed of Kubernetes developers by removing infrastructure and operations complexity and providing one cohesive cloud experience for complete app and devops portability, a single pane of glass, and automated full-stack lifecycle management with continuous updates.

Mirantis serves many of the world’s leading enterprises, including Adobe, DocuSign, Liberty Mutual, PayPal, Reliance Jio, Societe Generale, Splunk, and Volkswagen. Learn more at www.mirantis.com.

Mirantis is adding a Technical Support Manager to our team! Are you a natural leader, do you live to make data driven decisions, do you wake every day thinking about how to  develop  employees...then this could be your next role! The Manager of Technical Support is responsible for driving positive customer results with their team of engineers that are at the ready to engage and help fix issues with our client base. 

Main Responsibilities:

• Provide personal mentorship, direction, and skills evaluation to team members to maximize engagement and develop breadth and depth of technical and management skills for a team ranging in experience from junior to senior

• Bulldoze the Customer First Approach within the team; own and foster team culture and emphasis on a positive Customer Experience

• Provides clear vision, strategies, support and expectations to ensure employees are able to learn, grow and expand their skills, perspectives and experiences to help grow Mirantis

• Foster teamwork and cross-functional collaboration between technical support, engineering, product management, sales, and professional services teams and customers to achieve a high degree of customer satisfaction

• Act as the escalation point for any technical support or account related issues

• Own support processes; create new and monitor existing for improvement and ensure processes are used efficiently

• Ensure SLA’s are monitored and cases are processed in a time consistent with contractual commitments

• Work to ensure that the regional team is acting as part of the 24/7 global organization; collaborating with peers across different geographies

• Ensure staff is enthusiastically and effectively communicating with customers

• Support customer retention efforts by providing excellent customer service to exceed customer expectations, maintaining enthusiasm and effective communication as 

• Deliver reports and measurements of metrics and performance to staff and management

• Create and encourage methods for facilitating knowledge transfer within the Technical Support team and extend to communication outside of the department

• Provide direction and measurement of key metrics to Technical Support staff and team; maintaining a leadership of transparency

• Supports and promotes a positive, inclusive workplace one in which the talents and strengths of our increasingly diverse workforce are welcomes, further developed and manifested in our work

• Bachelor degree or equivelant experience.

• Experience leading a team in a technical support, support engineering, or customer services organization in a technology-oriented environment

• Solid interpersonal skills and ability to identify, develop, and motivate team members

• Ability to translate strategic plans into communication and implementation plans; experience guiding significant change management activities

• Ability to interact effectively and diplomatically throughout all levels of a company with associates from diverse backgrounds

• Experience in enterprise project management 

• Excellent critical thinking skills with the ability to make a timely decision

• Ability to learn and apply new skills and quickly process and effectively share knowledge

• Outstanding communication skills; ability to interact courteously and effectively with customers, partners, and third-party vendors

• Committed to customer service and to providing the best experience possible to customers

What does Mirantis offer you?

• Work with an established leader in the cloud infrastructure industry.
• Work with exceptionally passionate, talented and engaging colleagues, helping Fortune 500 and Global 2000 customers implement next-generation cloud technologies.
• Be a part of cutting-edge, open-source innovation.
• Thrive in the high-energy environment of a young company where openness, collaboration, risk-taking, and continuous growth are valued.
• Receive a competitive compensation package with strong benefits plan.

Mirantis ranked in the top 50 of G2's Best IT Cloud Products of 2021!