Director of Support

At Tecton, we solve the complex data problems in production machine learning. Tecton’s feature platform makes it simple to activate data for smarter models and predictions, abstracting away the complex engineering to speed up innovation.
Tecton’s founders developed the first Feature Store when they created Uber’s Michelangelo ML platform, and we’re now bringing those same capabilities to every organization in the world.
Tecton is funded by Sequoia Capital, Andreessen Horowitz, and Kleiner Perkins, along with strategic investments from Snowflake and Databricks. We have a fast-growing team that’s distributed around the world, with offices in San Francisco and New York City. Our team has years of experience building and operating business-critical machine learning systems at leading tech companies like Uber, Google, Meta, Airbnb, Lyft, and Twitter.
The Director of Support role is critical and reports directly to the VP of Engineering. This person is responsible for leading and scaling our Support Engineering team to make Tecton’s customers successful. You will be leading a distributed support team while innovating and driving change to elevate Tecton’s technical support to a new level and provide a phenomenal user experience.

Responsibilities

• Lead the Support team to consistently achieve high CSAT scores by resolving customer issues effectively and efficiently.
• Establish clear processes and interfaces between Support and other functions (Engineering, Product, Solutions Architecture, and Professional Services) to streamline issue resolution and collaboration.
• Develop a high-performing, distributed support engineering team capable of handling sophisticated customer needs independently and continuously reducing escalations to other teams.
• Design and execute a premium support offering tailored to the needs of larger, more demanding customers, enhancing their experience and retention.
• Scale and operationalize Tecton’s Support model with robust reporting and metrics to support new and existing customer growth while reducing resolution times
• Foster a healthy team culture with clear career development paths to attract, retain, and grow top talent.
• Build and innovate with modern Support software and AI tooling.

Qualifications

• >7 years experience in technical support or technical services for a technical enterprise product.
• >4 years experience managing, hiring, and training Technical Support teams.
• Extremely strong communication and experience managing executive-level relationships and escalations.
• Experience with Python, SQL, and modern data products to build and test data-intensive applications.
• Expertise in scaling support across time zones with process development, escalation policies, ticketing systems, and more.
• Hands-on experience with at least one cloud platform (AWS or Google Cloud) and one modern big data product such as Databricks, Snowflake, and BigQuery.

Tecton values diversity and is an equal opportunity employer committed to creating an inclusive environment for all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other applicable legally protected characteristics.  If you would like to request any accommodations from the application through to the interview, please contact us at recruitingteam@tecton.ai.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.