NexGen Cloud is a rapidly growing IaaS company focused on providing innovative cloud solutions and infrastructure services. Our GPU cloud infrastructure solutions accelerate development in industries such as Artificial Intelligence & Machine Learning, VFX & Rendering, Data Science & IoT, and Computer Aided Engineering & MDO.

We are dedicated to helping our clients navigate the complexities of the digital world and achieve success through cutting-edge, scalable, secure and affordable solutions.

At the company's heart stands a group of very talented, experienced, and motivated individuals who want to make a positive change and a lasting impact on the tech world.

Position Summary:

NexGen Cloud is actively seeking an experienced and motivated Support Manager to join our team. In this role, you will lead and oversee our customer support team, ensuring top-tier assistance to our valued customers. Your contributions will be critical in maintaining our high standards of customer satisfaction and support excellence 

Key Responsibilities:

• Team Leadership: Lead and manage our customer support team, providing guidance, mentorship, and direction to ensure exceptional performance.
• Customer Advocacy: Champion the customer's voice within the organization, addressing their needs and concerns effectively and proactively.
• Process Optimization: Continuously assess and enhance our support processes to drive efficiency and elevate customer satisfaction.
• Performance Metrics: Develop and monitor key performance indicators to gauge support team effectiveness, utilizing data-driven insights for improvement..
• Escalation Management: Oversee and resolve escalated support cases swiftly, ensuring customer delight.
• Documentation Management: Maintain and update support documentation, knowledge base, and FAQs for customer and team reference.
• Collaboration: Collaborate cross-functionally with engineering, product management, and sales teams to address complex customer issues and contribute to product improvements.
• Reporting: Generate regular reports on support team performance and customer feedback for management review.

Qualifications and Skills:

• Bachelor's degree in a related field or equivalent work experience.
• Proven experience building a Support team and managing up to 20 engineers, in a follow-the-sun model.
• Background in Cloud technology services industry (SaaS, PaaS...).
• At least 3 years of experience in Leadership roles.
• The ability to motivate and mentor team members.
• Excellent communication and interpersonal abilities.
• Analytical mindset with a focus on data-driven decision-making.
• Proficiency in designing, implementing and using JIRA.
• Exceptional problem-solving and conflict resolution skills.
• Flexibility to work different shifts, as per business needs

Good to have:

• Familiarity with Confluence
• Knowledge of GPUs
• Availability to start immediately

What We Offer:

• Competitive salary
• Opportunity to work with a diverse team of talented professionals who are passionate about technology and innovation.
• A collaborative and supportive work environment that encourages professional growth and development.
• Exposure to cutting-edge technologies and the opportunity to make a significant impact on the future of cloud computing.

We encourage applications from candidates of all backgrounds and experiences. Our commitment to diversity and inclusion drives our success as a company and reflects our dedication to fostering a diverse and innovative workforce.

Join our team and become a part of the NexGen Cloud Team, where innovation, collaboration, and growth are at the heart of everything we do. If you are a passionate, talented, and motivated individual looking to make a difference, apply now!

NexGen Cloud is one of the largest & most advanced European Cloud & Web3 IaaS businesses and solutions providers.