Director, Technical Support

NetApp - Boulder, CO (30+ days ago)4.1

Are you data-driven? We at NetApp believe in the transformative power of data – to expand customer touchpoints, to foster greater innovation, and to optimize operations. We are designed for simplicity, optimized to protect, created to embrace future opportunity, and open to enrich choice. We are the data authority for hybrid cloud, and we are helping our customers realize the full potential of their data.

We’ve built a Data Fabric for a data-driven world – to simplify and integrate data management across the resources that are best for the business. With the Data Fabric, our customers can harness the power of cloud data services, build cloud infrastructures, and modernize storage through data management.

By modernizing storage through data management, customers can upgrade infrastructure to bring modern data services to existing applications. Only NetApp can help organizations free the resources necessary to fund transformation by deploying the industry’s leading flash storage solution, which is highly efficient and scalable in both data center and cloud environments.

Job Summary


In NetApp’s Service and Support organization, our vision is to deliver an awesome customer experience, always! We do that by harnessing the power of the customer continuum of care. With over 1100 hybrid cloud experts in the Americas Services and Support organization, we strive to provide our customers with leading edge solutions to help them through every aspect of their digital transformation journey.

For the role of the Director of Technical Support, we are looking for an individual who wants to lead and motivate employees to deliver an awesome customer experience, always! Someone who understands the entire customer journey from sale to delivery through to support. A creative individual who isn’t afraid to do things differently and draw on experiences from roles they have held leading a support organization, but also leading non-support organizations.

Job Summary

As a key member of the Senior Management team, you will be part of a team responsible for leading the evolution of the Americas Technical Support organization toward cloud services. This rewarding and challenging role requires someone with the experience and vision to create and evolve, while maintaining the highest level of service within the core business. This position requires a dynamic, hard-working and ambitious leader, who is not afraid to push the boundaries of excellence and always ask, how can we do it better?

Job Requirements

Lead Technical Support Management and Support Engineers, who are diagnosing, troubleshooting, and repairing complex customer issues related to products and solutions across the NetApp product portfolio
Must have led organization of 50+ individuals
Must have managed operating budget of $25 million+
Possess a "big picture" perspective of customer success, and its impact on revenue and customer retention
Exceptional cross-organization collaboration and communication skills
Ability to advocate on behalf of customers with a proactive approach, anticipate needs and leverage resources from across the company as needed
Extensive experience hiring, managing, and developing employees
A demonstrable desire for continuous learning and improvement
Ability to work in a fast-paced, reactive, changing, and sometimes demanding atmosphere
Strong executive presence, presentation skills and business acumen.
Skilled at talent management including assessment, deployment, development, reward and retention
Establish and maintain lines of communication with design engineering and software development on design, reliability and maintenance issues.
Ensure that engineers are current with the latest skills and training.
Collaborate to develop strategies focused on driving continual improvement to Support delivery and the overall customer Support experience.
This role is heavily focused on Supporting emerging products in the NetApp Portfolio and will require collaboration across the organizations to deliver results.
Recruit, train and develop staff to support cloud data services and aaS offerings.
Play a key role in the development and implementation of self-support infrastructure and knowledge management
Provide strategic direction on operational issues; staffing; policy and employee development
Achieve/exceed quarterly goals (i.e., response time, resolution time, customer satisfaction, etc.)
Manage department budget, identify needs and present investments required to improve service levels
Partner with engineering to identify product enhancements to improve the overall customer experience.
Oversee regular operational reviews, including performance reporting and continuous improvement progress.

Bachelor’s degree in Computer Science or other technical discipline and 12+ years industry and/or relevant military experience required; or equivalent combination of relevant certifications/training and years of applicable experience.

At least 7 years previous management experience in fast paced, high change, customer facing support. 10+ years advanced leadership experience in technical support environments preferred.

Previous program development experience preferred.

So get ready to tap into the data visionary within, and join us as we accelerate digital transformation and empower our customers to change the world with data!

If you ask a NetApp employee why they work here, the answer is inevitably the same: the people. At NetApp, our culture is at the heart of what we do. We place importance in trust, integrity, teamwork, and caring above all else. NetApp is a place where people are empowered to make a difference. Empowered to innovate. Empowered to collaborate. Empowered to help ourselves and others be data-driven and change the world. We take care of each other, our customers, our partners, and our communities simply because it’s the right thing to do.

We work hard but also recognize the importance of work-life balance for our employees because what’s important to them is important to us! Recently we implemented Family First, which encourages employees to take paid time off to bond with a new child (through birth or adoption) or to care for a family member with a serious health condition. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to donate their time with their favorite organizations. We provide comprehensive medical, dental, wellness and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts and fitness centers. We also offer financial savings programs to help you plan for your future.

Join us and see what empowerment can do.

Equal Opportunity Employer Minorities/Women/Vets/Disabled