Bigstream is looking for a Technical Support Lead to help drive forward our mission in providing best-in-class quality service and achieving high-levels of customer satisfaction and success.
This role will be the key member in managing all levels of communication for our post-sales technical support and will work collaboratively with the Engineering team to continuously drive improvement for Bigstream’s support features. The position will report to the Executive VP of Sales & Customer Success.
- Provide technical support, including verifying issues, analyzing complex technical problems, troubleshooting and resolving technical roadblocks
- Handle phone and email queues from customers
- Identify, organize, and prioritize multiple support requests at the same time
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner
- Conduct root-cause analysis for technical issues and to find workarounds and solutions
- Document problem resolution steps, compile and update user documentation, including but not limited to training materials, technical manuals, technical support FAQs
- Prepare and analyze reports on customer satisfaction of products, services, and processes
- 2+ years of work experience in a customer-facing, technical support role
- Bachelor’s Degree in Computer Science or a related field
- Understanding of Big Data engines and cloud platforms, such as Amazon Web Services and Microsoft Azure
- Previous experience working with multiple customers concurrently
- Passionate about delivering high quality service to customers
- Excellent communication and customer-relationship skills - responsiveness, sensitivity, and diplomacy
- Ability to prioritize between multiple tasks in a fast-paced, dynamic startup environment
For AI and Big Data application developers, Bigstream's hyper-acceleration provides dataflow run-time software that executes existing data processing platforms on top of next-generation compute systems in a seamless manner. Unlike hardware- and/or platform-specific alternatives, Bigstream offers the highest level of performance instantly with no application changes or loss of API programmatic access.