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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading technical teams, driving customer-focused engineering solutions, and managing complex escalations while ensuring high-quality service delivery and continuous improvement. Proficient in leveraging AI tools and data-driven decision-making to enhance team performance and customer satisfaction.
Highest-signal resume keywords
Team LeadershipCustomer Service OperationsSDLC PracticesProblem Solving in Hyper-Converged EnvironmentsAI Tools Utilization
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Engineering ExperienceTechnical Team LeadershipSDLC PracticesProblem SolvingData-Driven Decision Making
Soft Skills
MentoringCollaborationDecision Making Under Pressure
Tools & Technologies
AI ToolsRemote Technical Support Methodologies
Industry Keywords
Sustenance EngineeringCustomer SatisfactionService Level AgreementsContinuous ImprovementStakeholder Management
Tech Stack
Tools & technologiesSDLC
About the role
Key responsibilities & impact- Lead and mentor a team of approximately 15 North America-based Sustenance Engineers
- Represent the Global Sustenance Engineering Team
- Bridge R&D and Customer Support by advocating for customer needs and driving engineering-led solutions
- Lead investigations and own resolution of advanced and critical customer cases end-to-end
- Represent critical customer accounts and coordinate resolution of complex issues across stakeholders
- Monitor SLAs and ensure quality of service delivery
- Streamline processes for faster response and resolution
- Drive execution, quality, speed, continuous improvement, and innovation across the team
- Own internal and external dashboards and key performance metrics related to customer satisfaction and team efficiency
Requirements
What you’ll need- BS/MS in Computer Science, Engineering, or equivalent professional experience
- 3+ years leading technical teams in support or engineering environments
- 8+ years of total Engineering experience
- Strong exposure to SDLC practices
- Ability to solve problems and lead solutions in a hyper-converged environment involving storage, networking, security, etc.
- Passion for making data-driven decisions
- Proficient understanding of customer service operations and remote technical support methodologies and standard processes
- Track record of recruiting top talent and building scalable, high-performing teams
- Ability to lead critical accounts end-to-end, manage escalations across multiple stakeholders, and make sound decisions under pressure
- Ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making
- Candidates outside the designated area must be committed to relocating prior to their start date
- Legal right to work in the job location
Benefits
Comp & perks- Bonus compensation may be available
- Equity grants may be available
- Health and wellness benefits
- Vacation
- Paid holidays and refresh days
- 401(k) retirement plan
- Life and disability insurance coverages
- Other benefits the Company may offer from time to time
- Hybrid work arrangement: core-office attendance 2–3 days a week for employees within a reasonable commute
- Relocation prior to start date may be supported by candidate commitment, but is not explicitly offered as a benefit