Joel Stewart Email & Phone Number

San Francisco, California, Us

San Francisco, California, Us

Lead the Global Technical Support department for enterprise customers including hiring, coaching and managing Technical Support Engineers around the world and maintained 99% customer satisfaction throughout the history of leading this team at Datameer.Led the Customer Success team through a strategic transition to better serve our customer needs. This team focuses on the journey and maturation of our customers from starting out with Datameer to growing to over a thousand users on our platform.

San Francisco, California, Us

Lead the Global Technical Support department for enterprise customers including hiring, coaching and managing Technical Support Engineers around the world and achieved 99% Customer Satisfaction in 2016.Pioneered new Support Offerings which migrated SLAs from Resolution SLAs to Next Contact SLAs to improve customer service. New offerings led to increased Support Services revenue year-over-year by more than 100%.Implemented an NPS (Net Promoter Score) process with a quarterly cadence as an additional customer satisfaction measurement. NPS results influenced cross-departmental collaboration among Engineering, Training, Services, Sales and Marketing.

San Francisco, California, Us

Managed the global technical support team for enterprise customers Achieved 99% Customer Satisfaction for the Customer Support Organization in 2015Hired and coached Technical Support Engineers around the worldPlanned, measured and achieved key performance indicators for the Customer Support OrganizationCollaborated with Product and Engineering teams to formalize software release and maintenance policiesPartnered with Professional Services, Sales and Account Management teams to secure customer renewals in a subscription based business

San Francisco, California, Us

Provided remote technical support to enterprise customersAct as a technical mentor to a team of Support EngineersDeveloped and documented several standard operating procedures for the global Support teamPioneered transition to a public knowledge base with case deflecting search-ability for newly reported issuesAdministrated Zendesk instance for the team including building Triggers, SLAs, Views and Salseforce integrationCreated and customized GoodData reporting for Zendesk including regularly published reports for executivesInfluenced and interviewed several candidates for technical roles

San Francisco, California, Us

Provided remote technical support to enterprise customers Partnered with Engineering on technical troubleshootingCo-created Datameer Community portal with OSQA frameworkProvided Plugin Development and Modification in JavaProvided technical guidance for new deployments of DatameerProvided on-site professional-services for optimizing Datameer and Hadoop jobs

Round Rock, Texas, Us

Customer Satisfaction Survey Results: 100% (2008, 2011-2013),90%+ (2009 and 2010)Provided remote technical support to businesses, organizations, universities and governmentSupported numerous software products involving a breadth of technologiesWorked directly with customers via email, phone and desktop sharing to research, troubleshootand resolve technical issues.Documented communications and technical issues in CRM and knowledge base systemsAccepted technical escalations from first responders and troubleshot the most difficulttechnical issues. Framed and escalated software bugs to Engineering when requiredAdvocated for customers focused product enhancements and bug fixes in regular meetingswith Quality Assurance, Engineering and Product ManagementPioneered Support procedure changes focusing on expediting technical escalations to improvecustomer satisfaction; 2 quarters after implementation, customer satisfaction rose 8%Top service request resolver in 2011, 2012 and 2013 among a team of 30 support engineersPromotions: TSE II in April 2010, TSE III in April 2012 and TSE IV in April 2013Participated in an on-call rotation to provide 24x7 global support coverage

Santa Barbara, California, Us

Designed and implemented a Software-as-a-Service application focusing on the user Programmed in Ruby on Rails as a member of an intimate team (10-15 engineers) Exercised agile, test-driven development and pair programming philosophiesImplemented Selenium (browser-based) testing framework.

Santa Barbara, Ca, Us

Worked on the research team for Starfish system development. Tasks include testing previously developed code, fixing bugs, writing new code, designing pseudo-code, and performance testing. The Starfish system is a distributed system written in C++.

Seattle, Washington, Us

I was a sales associate in the Kids' Shoes department of Nordstrom.