Customer Support Manager


Location: Metro Boston, MA (Other locations would be consider for exceptional candidates)

Reporting to: Director of Customer Success 


The Support Team Manager position is an internal as well as external/customer-facing role that provides management and technical direction of the customer support team personnel and manages case queue management, assignment, follow-ups internally and externally, as well as procedural and contractual activity with our customers.


  • Provide management oversight and technical direction to the customer support team
  • Define and Manage support queues, including assignment, RCA tracking, and case closure
  • Managing multiple, concurrent customer support issues
  • Work closely with the company’s internal teams to ensure successful case resolution including working the product engineering teams
  • Prioritize case management and resolution in order to ensure progress
  • Work with support team members on regular personal and team development initiatives


  • Experience with relational database and transaction processing
  • Experience with data replication and change data capture concepts
  • Experience with Oracle, and SQL Server
  • Experience with Hadoop (Hortonworks, Cloudera or MapR)
  • Experience with Amazon Web Services, Microsoft Azure or Google Cloud infrastructures
  • Experience with DB2, Teradata, MySql would be an advantage
  • Be comfortable working under pressure
  • Data warehouse and data mart concepts would be an advantage
  • At least 10 years of Customer support or Post sale experience
  • At least 5 years leading and managing technical support teams
  • Have an understanding of the needs and expectations of enterprise level customers
  • Have a methodical and organized approach to problem solving
  • Be experienced in managing remote team members
  • Be comfortable with hands-on diagnosing of problems on both Windows and Linux platform
  • Scripting language and coding skills would be an advantage
  • Able to communicate effectively and patiently with customers, team members and senior management, both verbally and in writing 


Ability to travel nationally and internationally, up to 20% 


Bachelor's Degree, Computer Science or equivalent experience


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