Support Operations Technical Program Manager

Description

About Us

VAST Data is revolutionizing the data infrastructure landscape by enabling organizations to unlock radical intelligence and utility through innovative, simple, and transparent solutions. We’re on a mission to build the only data platform that can match the ambition of AI-era companies, and we need exceptional talent to help us achieve our vision.

Job Description

We are seeking a highly skilled, dynamic, and motivated Technical Program Manager to join our Customer Support Operations team. In this role, you will be a technical resource responsible for leading and managing technical programs that enhance the efficiency and effectiveness of our customer support operations. You will collaborate closely with cross-functional teams including engineering, product management, and support to drive initiatives that improve our support processes, tools, and customer experience, working directly with all levels of the organization.

Responsibilities

Program Management:

• Lead and manage technical support programs, helping to organize and track work via sprints or otherwise holding CS team members accountable for incremental progress.
• Manage prioritized projects outlined in the Customer Success roadmap. 
• Collaborate with cross-functional teams ( including R&D, product management, and sales) to drive successful program adoption, KPIs and iterative improvements.
• Develop and maintain key performance indicators (KPIs) to measure the effectiveness of the programs you own.
• Provide regular reports and insights to senior management and the customer support team to communicate progress and blockers.

Process Improvement:

• Identify opportunities for process improvements within customer support and own follow-up where needed. 
• Implement best practices to optimize efficiency, responsiveness, and overall customer satisfaction.
• Streamline and simplify manual and repeatable work for Customer Success team members and business partners who engage with us.
• Keep CS runbooks and SOPs up-to-date

Technical Expertise:

• Communicate between customer support and engineering teams
• Engage with engineering and product management to be informed about product updates and new releases and how they impact internal processes and support enablement.

Customer Advocacy:

• Champion the voice of the customer within the organization, ensuring that customer feedback (and supportability) is integrated into product development and processes through the Problem Management program. 
• Collaborate with the customer success team to proactively address customer needs and concerns by making sure that proposed changes are followed up on and implemented. 

Training and Development:

• Work closely with the customer support team, engineering teams, sales enablement  and product management to develop and deliver technical training programs for customer support teams. 
• Facilitate ongoing skill development and knowledge enhancement for support staff via 101, 201, and 301 programs, certifications, and new product and feature training. 

Experience Required

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field. Advanced degree or relevant certifications are a plus.
• Minimum of 5 years of experience in technical program management or project management, preferably in a customer support or operations environment. Experience with support tools and technologies is highly desirable.
• Preferred: Enterprise software or high-tech industry experience is a plus.
• Preferred: Intermediate to Advanced experience with Salesforce (SFDC), Jira, Confluence
• Preferred: Experience with agile methodologies and sprint planning 
• Location: Remote
• Travel: 15% to Tel Aviv, Raleigh and Campbell offices 

Qualifications

• A relentless drive and a customer-first mentality are essential.
• Technical Acumen: Solid technical background with experience in data storage, software development, or IT operations is advantageous.
• Proven track record of successfully managing complex technical programs and projects.
• Demonstrated ability to structure and assess problems, execute high-level directives, and manage program impacts.
• Proven track record in program management, execution, change management, and cross-functional stakeholder management.
• Strong executive presence, communication, and facilitation skills, with experience engaging and partnering at all levels, including executives.
• Strength in researching, understanding, distilling, and communicating complex business issues, ideas, and analyzing business impact.
• Familiarity with/drive the Agile development and release methodologies, especially for the automation of business processes and improvements/redesigns.
• Ability to thrive in a culture of transparency and direct feedback.

Requirements
None