Technical Support Leader

Job description

Astronomer helps organizations adopt Apache Airflow, an open-source data workflow orchestration platform. We run a managed SaaS offering (Astronomer Cloud), as well as a product that our customers install into their own Kubernetes cluster (Astronomer Enterprise). We are a fast-paced, rapidly-growing, and globally-distributed team. We’re looking for talented, hard-working individuals who want to be a part of a cohesive team dedicated to the advancement of data mobilization and aligned with our core values of openness, boldness, trust, tenacity, leadership and fun.

You will lead a global team of support engineers and provide world-class support on all Astronomer offerings. Our support engineers work with our global customers and resolve technical issues with big data orchestration using Apache Airflow across multiple cloud offerings including AWS, GCP, and Azure, primarily on top of Kubernetes. Our support engineers work closely with our development teams to define product features and process improvements for installation, diagnostics, and upgrades. Our support engineers also act as the voice of the customer and have a strong presence in the prioritization of features and issues as part of the release planning process.

You will:

  • Guide, hire, and mentor support engineers across all levels and on a global basis.
  • Be customer focused and have very strong verbal and written communication skills.
  • Be process focused, analyze trends, and present periodic reviews of operational performance.
  • Manage escalations as needed and provide post-mortems of such incidents as appropriate.
  • Work closely with development, product, cloud infrastructure, and sales teams.
  • Manage on-call rotation to meet our SLAs.

Requirements

  • BS in Engineering, Computer Science or equivalent.
  • 5+ years managing engineering teams in a fast-paced operational environment.
  • Exceptional people management and leadership skills with a demonstrated ability to inspire
    distributed teams.
  • Exceptional customer management skills and experience in handling technical escalations with
    large enterprise customers.
  • Technical experience with Cloud architectures.

Bonus Points if you're familiar with:

  • Data pipelines, ideally with Apache Airflow

At Astronomer, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.