Senior Manager of Solution Engineering and Client Support

US, Remote

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. 

Job Responsibilities 

• 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.

About Joyent

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 jobs@joyent.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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