Director of Technical Support Engineering

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DIRECTOR OF TECHNICAL SUPPORT ENGINEERING

LOCATION | San Antonio, TX; Denver, CO; or Remote (work-from-home)

The Elevator Pitch: Why will you enjoy this new opportunity?
Dizzion is creating a diverse, dynamic and innovative workforce to support our global customer base. The Director of Technical Support Engineering will mentor and lead a highly skilled technical support team responsible for delighting our customers 24x7. You will develop the strategy needed to:

  • Earn and maintain the Trust of our customers
  • Ensure a ‘Dream Job’ experience for your team
  • Effectively collaborate with your partners and stakeholders to meet business goals

You will join a company with a fantastically connected and positive family culture. You will inherit a dedicated team that truly take pride in what they do, and is ready to innovate how they operate to meet the increasing needs and demands of their customers.

We select self-starters that consistently execute with a positive “Can Do” attitude, strong work ethic and an unparalleled commitment to the customer.

  • Be part of something BIG! Join us on our journey to Redefine How the World Works!
  • Work at Home has gained unprecedented momentum in the last year and will be part of the new normal
  • Recent market trends and circumstances have led to increased demand for Dizzion Managed Desktop as a Service providing an incredible financial opportunity to our team
  • Make a significant impact on an already successful business (Inc5000, Gartner Top DaaS provider), and help Dizzion scale its global operations

What is primary need, technical challenge, and/or problem you will be responsible for?
To lead the transformation of our Technical Support Engineering (TSE) capability to be even faster, more innovative and scale globally. Our customers’ needs are continually evolving, and we need a leader to continually anticipate those demands and implement the changes needed in time to meet their needs.

Your primary role involves managing and mentoring the team of Technical Support Engineers who assist customers in resolving highly technical challenges with Dizzion products. You will invest in your employees’ success, via scalable management, career development and training opportunities. Duties include all aspects of people management, assisting engineers with understanding and prioritizing their case work, managing case escalations, and ensuring process compliance within the team.

You will employ software tools to enhance your team’s efficiency, so your Engineers can maximize their human efforts on higher-order problems and quality customer engagements. You will build a Critical Incident Management process to efficiently command and coordinate the response to critical service impacting incidents.

You will use your extensive expertise in developing and using metrics to monitor the effectiveness of the TSE department and the team members. You will keep your teams’ KPIs in focus, and clearly visible to your department and stakeholders. You will also analyze the metric data to identify trends to address and opportunities to improve.

Additionally, you will act as key player in Operations organization and contribute to the development of the strategy and tactics needed to meet customer and business outcomes. You will play a critical role in the day-to-day success of the company to ensure all strategic initiatives are executed as planned.

Communication, group dynamics, decision making, servant leadership, and coaching are your passions. You have an insatiable appetite for learning new things and continuously improving organizations.

At the same time, you're working towards the long-term goal of delivering the TSE strategy in alignment with the larger organizational objectives, that ultimately continually improve the customer experience, drive operational scale and earn customer trust.

Your work will have a wide and lasting impact in the company.

What Other Skills Give Me an Advantage?

  • Degree in Engineering, Business, or Management, or equivalent of 10+ years of related experience
  • Ability to attract, hire and retain high-performing support professionals
  • Solid, functional knowledge of VMware Desktop & App Virtualization products
  • Experience managing
  • Ability to switch from strategic thinking to relentless execution
  • Can build consensus and arrive at conclusions with broad ownership and buy in
  • Ability to drive clarity in high velocity, ambiguous environments

What is the leadership like for this role? What is the structure and culture of the team like?
The hiring manager for this role is Kwesi Ames, Senior Vice President of Operations. Kwesi leads the Operations organization with functional responsibility that includes security, IT, site reliability engineering, network engineering and customer success. He brings 22 years of experience in information technology and operations. Kwesi previously served as vice president of site reliability engineering at Salesforce (~10 years). The team culture is very close knit, empathetic, congenial and often funny! So come join us and help Redefine How the World Works!

We hire people from various backgrounds. It’s not the language but the tenacity that matters to us. We love to solve business problems.

Benefits

  • Comprehensive medical (including telehealth), dental and vision plans to fit your needs
  • Employee assistance program
  • Employer paid basic life insurance and AD&D
  • 401(k) retirement plan
  • Self-Managed Paid Time Off, work hard and take time when you need it
  • Generous holiday schedule
  • Voluntary short and long term disability
  • We set you up for success, equipping you with the latest and greatest hardware
  • Awesome co-workers!

Compensation

  • $110,00 - $130,000 annually (Salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, and alignment of market data.)
  • Quarterly bonus program

Company Overview
Dizzion, Inc. is a leading provider of high-performance managed Desktop as a Service (DaaS) to the global remote workforce. Founded in 2011, Dizzion’s proven end-user cloud platform enables maximum work from home success while protecting business process outsourcers (BPO), enterprise contact centers, healthcare, financial services, and insurance companies with real HIPAA, PCI-DSS and SOC 2 Type II compliance. Customers further digital transformation with AnyCloud global delivery, seamless hybrid IT integration, zLink secure endpoints, and COSMOS orchestration and analytics. Visit dizzion.com for more information. Dizzion | Work from Home. Business as Usual.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, creed, color, national origin, age, religion, disability, sex, gender identity, sexual orientation, status as a veteran, and basis of disability or any other federal, state or local protected class. This position is full-time FLSA exempt.

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