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EMEA Openstack Cloud Support Lead

Mirantis

Mirantis

Customer Service
Prague, Czechia
Posted on Friday, May 24, 2024

Company Description

Mirantis is the fastest way to modern apps, providing containers-as-a-service at enterprise scale. The company uses a unique as-a-service model to deliver Kubernetes and related open-source software, empowering developers to build, share and run their applications anywhere - from public cloud to hybrid cloud to the edge. Mirantis serves many of the world’s leading enterprises, including Adobe, DocuSign, Liberty Mutual, PayPal, Reliance Jio, Splunk, STC, Vodafone, and Volkswagen. Learn more at www.mirantis.com.

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)!