-Manage, develop, and mentor a fast-paced team of Technical Escalation Engineers who handle high priority customer issues and liaise with Product, Engineering, and the worldwide Solutions team-Investigate customer escalations, lead technical calls with clients, and share knowledge with the rest of the Solutions team-Help source, interview, and onboard Technical Escalation Engineers applicants-Review and help prioritize Solutions Engineering escalations-Build out documentation and knowledge base articles for a variety of technologies-Prepare the worldwide Solutions team for new products and features, ensuring the technical proficiency of the team-Develop and complete OKRs for the Technical Escalation Engineers team-Partner with Engineering and Product to identify gaps in knowledge and process to better serve our customers-Partner with global Solutions leadership on macro-level initiatives

-Manage, develop, and mentor a fast-paced team of Tier 2 Solutions Engineers who handle high priority customer issues and liaise with Product, Engineering, and the worldwide Solutions team-Investigate customer escalations, lead technical calls with clients, and share knowledge with the rest of the Solutions team-Help source, interview, and onboard Tier 2 Solution Engineer applicants-Review and help prioritize Solutions Engineering escalations-Build out documentation and knowledge base articles for a variety of technologies-Prepare the worldwide Solutions team for new products and features, ensuring the technical proficiency of the team-Develop and complete OKRs for the Tier 2 Solutions team-Partner with Engineering and Product to identify gaps in knowledge and process to better serve our customers-Partner with global Solutions leadership on macro-level initiatives

Supervise the Network Operation Center’s (NOC) shift operations and personnel.Assign and manage the workload of shift personnel, as well as escalate resource constraints to management.Ensure that the NOC goes beyond what is required as defined by Service Level Agreements.Further develop process and procedures within the NOC.Update and maintain documentation associated with processes and procedures.Hire, train, mentor and develop Tier 1 technicians.Manage the troubleshooting of major issues.Coordinate efforts to identify root causes and recommend solutions.Provides leadership and coordination on projects.Ensure that systemic issues have appropriate resolution paths.Work alongside and ensure mentoring of NOC personnel is occurring to ensure all staff is acquiring the necessary skill sets to perform their job functions and meet departmental and individual goals.Perform complex systems administration duties on a regular and continuous basis.Insure employee satisfaction and efficient customer supportKeep an up to date knowledge base for client and account documentation, increasing proficiency and time to resolution.

Assist and train Noc I technicians in their daily tasksCompile documentation for training and improvement of workflowRespond to telephone and email support inquiries.Test various software systems and prototypes that have been developed in-house and create “internal” and “customer-facing” documentation for these systems.Assist with script modification and/or designProvide professional spoken and written demeanor and demonstrate exceptional customer service skills. Perform basic system administration tasks, including: installation of SSL certificates, DNS modifications, basic software/OS modifications, handling of spam and other complaints, service restarts, installing OS updates and packages with system package managers, reboots, password resets, account management, checking log files, freeing disk space, changing file permissions, contacting third-party data centers, MySQL backups, rsync/scp and properly escalating with details, as needed.Respond to alerts 24x7 when on-call as part of an on-call rotation.

Respond to telephone and email support inquiries.Test various software systems and prototypes that have been developed in-house and create “internal” and “customer-facing” documentation for these systems.Assist with script modification and/or designProvide professional spoken and written demeanor and demonstrate exceptional customer service skills. Perform basic system administration tasks, including: installation of SSL certificates, DNS modifications, basic software/OS modifications, handling of spam and other complaints, service restarts, installing OS updates and packages with system package managers, reboots, password resets, account management, checking log files, freeing disk space, changing file permissions, contacting third-party data centers, MySQL backups, rsync/scp and properly escalating with details, as needed.Respond to alerts 24x7 when on-call as part of an on-call rotation.