Head of Support Engineering
Posted on 11/30/2023
INACTIVE
Tecton

51-200 employees

Feature platform for ML apps
Company Overview
Tecton's mission is to transform the way companies solve real-world problems with machine learning with their enterprise-ready feature platform. The platform enables ML teams to build great features, serves them to production quickly and reliably, and does it at scale. By getting the data layer for ML right, companies can get better models to production faster to drive real business outcomes.
Data & Analytics
B2B

Company Stage

Series C

Total Funding

$160M

Founded

2019

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

-2%

1 year growth

30%

2 year growth

133%
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Python
Communications
BigQuery
SQL
AWS
Snowflake
CategoriesNew
Data & Analytics
IT & Security
Requirements
  • Experience working with Python, SQL, and modern data products
  • At least 6 years total Support Engineering experience with 4 years managing, hiring, and training Technical Product Support teams
  • Hands-on experience with at least one cloud platform (AWS or Google Cloud) and at least one modern big data product such as Databricks, Snowflake, and BigQuery
  • Experience with customer-facing communication and building customer relationships
Responsibilities
  • Own end-to-end processes spanning Support and multiple other teams (e.g. Professional Services, Engineering, Solutions)
  • Lead and train a growing group of Support Engineers located in multiple time zones and countries
  • Scale and operationalize Tecton’s Support model to support new and existing customer growth
  • Build a self-sufficient Support team that can resolve user issues and inquiries with minimal support from other teams
  • Operationalize Support Engineering with robust reporting and metrics
  • Build and invest in top-tier Support tooling and software
Desired Qualifications
  • Expertise owning and scaling support operations with process development, escalation protocols, communication tools, and ticketing systems