Manager, Sustenance Engineering
Core
Lead a team of ~15 Sustenance Engineers to resolve escalated customer cases, drive product improvements, and bridge R&D with Support.
Role type
Manager, Sustenance Engineering
Builds
Enhanced product supportability, debuggability, and resolution of critical customer issues
Domain
Data security, data management, hyper-converged storage, networking, and cloud
Deliverable
client delivery
Required skills
Team leadership and mentorship, technical problem solving in hyper-converged environments, stakeholder management, SLA monitoring, process improvement, data-driven decision making, recruiting and team building, critical account management, AI tool utilization
Preferred skills
None stated
Technologies
None stated
Responsibilities
Lead and mentor a team of ~15 Sustenance Engineers; Serve as the bridge between R&D and Customer Support; Take charge of advanced and critical customer cases; Represent critical customer accounts; Monitor SLAs and ensure quality of service delivery; Drive a results-oriented culture; Own internal and external dashboards and KPIs
Seniority
Manager, hands-on leadership
