Remote role (U.S.). Vast Data, Inc. seeks a Customer Support Team Lead to manage a regional team of Customer Success Engineers handling highly technical storage and large-scale compute issues. The role oversees day-to-day operations of the customer support team, including ticket management, response times, and escalations using published runbooks; develops and optimizes support workflows, processes, and procedures to improve efficiency. Responsibilities include monitoring support metrics and KPIs to drive performance, identifying areas for improvement, and taking corrective action; serving as a customer escalation liaison to engage Customer Success and development engineers; managing work schedules and workload distribution, including holidays and weekends; reviewing support performance and advising on process enhancements to elevate the customer experience. Additional duties include preparing regular reports and dashboards on performance, trends, and customer feedback; communicating insights and recommendations to senior management and leadership teams; collaborating with other departments to share customer insights and contribute to product development and service enhancements; and working with Product Development Engineers and Sales Engineering teams to identify areas of concern or enhancements based on market competition and customer use cases. Requirements: Salary: $150,550 - $210,000/year; Bachelor's degree (U.S. or foreign equivalent) in Computer Science, Computer Information Systems, Electronic Engineering or related field and ten (10) years of experience in the job

Remote role (U.S.). Vast Data, Inc. seeks a Customer Support Team Lead to manage a regional team of Customer Success Engineers handling highly technical storage and large-scale compute issues. The role oversees day-to-day operations of the customer support team, including ticket management, response times, and escalations using published runbooks; develops and optimizes support workflows, processes, and procedures to improve efficiency. Responsibilities include monitoring support metrics and KPIs to drive performance, identifying areas for improvement, and taking corrective action; serving as a customer escalation liaison to engage Customer Success and development engineers; managing work schedules and workload distribution, including holidays and weekends; reviewing support performance and advising on process enhancements to elevate the customer experience. Additional duties include preparing regular reports and dashboards on performance, trends, and customer feedback; communicating insights and recommendations to senior management and leadership teams; collaborating with other departments to share customer insights and contribute to product development and service enhancements; and working with Product Development Engineers and Sales Engineering teams to identify areas of concern or enhancements based on market competition and customer use cases. Requirements: Salary: $150,550 - $210,000/year; Bachelor's degree (U.S. or foreign equivalent) in Computer Science, Computer Information Systems, Electronic Engineering or related field and ten (10) years of experience in the job