Director of Support

Full-Time / Customer Support / Tel Aviv, Israel

About Logz.io

The Director of Support will be a significant contributor to the success of Logz.io global support. This leader will be responsible for ensuring that SLAs are achieved and making the global teams ready to deliver an outstanding customer experience.

Responsibilities

  • Managing the global technical support teams and managers
  • Ensuring the successful delivery of the Support offerings for resolution or escalation from customers
  • Establish work procedures and processes according to department standards to meet the team’s KPIs
  • Conduct hands-on technical investigation for customer tickets that are being escalated
  • Develop and maintain quality metrics and standards for the Support teams, including identification of challenges and opportunities
  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Drive and work frequently with cross-functional teams on global projects
  • Escalate support related concerns and situations and be the customer-facing front for any major technical problem in the regions
  • Oversee responsibilities for customers' satisfaction across the regions
  • Analyze statistics and compile accurate reports
  • Responsible for team performance evaluations
  • Responsible for new employee onboarding, ongoing training, and knowledge management
  • Requirements

  •  Bachelor’s Degree or Equivalent in related fields
  • 7+ years of customer-facing experience
  • Experience in SaaS company or a related industry/field
  • 3+ years in a management role managing managers and technical support engineers Strong technical approach
  • A highly motivated individual, with a positive & proactive attitude
  • Must be customer support oriented and dedicated to teamwork and collaboration
  • Ability to act rapidly and logically under pressure, and make effective use of others in overcoming challenges
  • Strong leadership qualities
  • Versatility, flexibility, and a willingness to work within a constantly changing environment
  • Ability to interact and partner with all levels of management internally and with customer organizations your team supports
  • Eager to constantly learn and improve on personal and team overall performance
  • Excellent verbal and written communication skills in both English and Hebrew
  • Flexible with working outside of core business hours
  • Advantages

  • Familiarity with the ELK stack and other logging solutions
  • Basic knowledge of Unix terminal and folder structure
  • Interaction with technical writing
  • Exposure to coding languages and/or API libraries such as Java, Python, Ruby, etc.
  • Experience with Amazon/Azure environment