Senior Manager of Solution Engineering and Client Support
Joyent is seeking a highly motivated and experienced Senior Manager of Solution Engineering and Client Support to lead our team of solution engineers. In this role, you will be responsible for engaging with clients, gathering and understanding their requirements, and managing the team to design and deliver customized solutions that meet the client's needs. The Client Support Team is the front line to deliver world-class client support to our Clients who utilize our systems and services. In this role, you will be the primary point of contact for our customers and the “face of Joyent”
The ideal candidate will need solid technical background and problem-solving, but an even stronger background in building relationships. You will have to be a good listener and be able to understand our customers’ technical challenges and requirements and be able to articulate them to our engineering and internal teams to find possible solutions.
Build and establish the solutions engineering department and practice
Manage and lead the Client support team in the day-to-day support and issue resolution
Build strong relationships with clients and stakeholders to ensure client satisfaction
Engage with clients to understand their business needs, objectives, and requirements
Assumes ownership of issue on behalf of the client and drives troubleshooting until resolution
Design and develop and present practical demonstrations of proposed solutions and product capabilities
Collaborate with product and project managers, development, and engineering teams to identify and implement solutions
Serves as primary technical liaison for our customers; deeply understanding their challenges and point of view and communicating their needs to the internal engineering teams
Facilitates client meetings and project requirements intake sessions
Review the Client Portal, documentation, white papers, use cases, etc., on behalf of the client and with a client's perspective
Continuously evaluate and improve the solution engineering process, tools, and methodologies
Provide technical guidance and expertise to the team and ensure that solutions are aligned with best practices and industry standards
Build a set of team performance metrics and measures and report to upper management
Keep up - to -date with industry trends and new technologies to ensure that our solutions remain competitive and innovative
Participate in 24x7x365 Support On-Call rotation
All other duties as assigned
Skills & Competencies
Knowledge of enterprise software solutions, cloud platforms, and modern software development methodologies
Excellent leadership, communication, presentation, and interpersonal skills
Strong analytical and problem-solving skills
Must be a good listener, critical thinker, and a skilled problem solver
Education & Experience
Bachelor's degree in Computer Science, Engineering, or related field
5+ years of experience in solution engineering, software development, cloud technologies, or related field
2+ years of experience managing a team of solution engineers or software developers
1-2 years working with ServiceNow and other ticketing systems
Proven track record of successfully delivering complex projects on time and within budget
Experience with Agile development methodologies and tools such as JIRA, Confluence, and Git
Experience in AWS (EC2. VPC, S3, EMR, EKS, Athena, Lambda, etc.) or equivalent in GCP/Azure
Compensation and Benefits
Compensation for this position will vary among specific regions due to geographical differentials in the labor market, and actual pay will be determined considering factors such as relevant skills, experience, and comparison to other employees in the role. Therefore, the annual base compensation range for this role (depending on the geographical location) is expected to be between $ 140K and $ 230K.
Regular full-time employees (salaried or hourly) have access to benefits including Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Vacation and Sick leave, electronic reimbursement and many more. In addition, regular full-time employees (salaried or hourly) are eligible for bonus compensation based on individual, department, and company performance.
Joyent, a wholly-owned subsidiary of Samsung, is the open cloud company. Joyent builds technology, at the pinnacle of scale, performance, stability, and security to accelerate the transformation toward the mobile and cloud-centric world. Joyent designs, builds and manages market competitive cloud computing solutions and services for Samsung Electronics and its partners at global scale.
How To Apply
To apply, please submit a brief introduction, a copy of your resume, and a link to your Github or LinkedIn profile to email@example.com with Senior Manager of Solution Engineering and Client Support in the subject. We are an equal-opportunity employer, building a diverse and inclusive team. Qualified applicants with criminal histories will be considered for the position in a manner consistent with the Fair Chance Ordinance.
Joyent is committed to employing a diverse workforce and providing Equal Employment Opportunities for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.
Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
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