Everyday we tackle new and exciting challenges to empower developers to build responsive and flexible cloud, mobile, and edge computing applications that scale effortlessly. Couchbase delivers unmatched versatility, performance, scalability and financial value across cloud, on premises, hybrid, distributed cloud and edge commuting deployments. The database market is one of the largest undisturbed markets for enterprise software. The main catalyst for this is the need for digital transformation. Join Couchbase to be a part of a greater change. Here you’ll have the opportunity to learn and grow with some of the most innovative, passionate and humble individuals in the database industry.

We are looking for a VP of Support who will play a critical role in our collective success as customers discover, evaluate and learn about Couchbase and use our services.

In this high visibility and strategic role, you will lead our customer support team and drive the important evolution of our support organization as we help our customers in the transition from on-premises to a managed service. You understand how to deliver the best customer experiences for managed services and are passionate about evolving the tech and process of support to be more predictive and proactive.

Responsibilities

Industry leading service offerings

• Successful case and escalation management
• Continuous coverage for enterprise customers and growing business areas
• Proactive technical health to our customers
• Deliver ongoing support while transforming our overall approach

Operational Excellence

• Efficiently execute the follow the sun model
• Manage hiring and capacity plans
• Maintain/or exceed service level agreements
• Manage customer satisfaction with support
• Hit quality targets (e.g.: product feedback/defect tracking, Zenith bug burndown)

Communications

• Cross functional collaboration (Product, Engineering, Customer Success)
• Evangelism (Great customer success stories come from customer/developer use cases)
• Ability to to communicate at multi-levels within our customers and partners, up to and including the CIO/CTOs of the largest companies in the world

World Class Teams

• Embrace Couchbase Leadership Capabilities: lead yourself, lead your team and lead the company
• Develop a team of experts and transform support provided to customers across the lifecycle
• Retain great talent

Skills & Abilities

• Technical experience in the development workflow or other adjacent technical products within cloud, security, tooling, automation
• Successfully able to manage high volume, very fast-paced workload; not afraid to "roll up your sleeves" to complete more tactical work. Able to switch between strategic and tactical work daily
• A collaborative and results-oriented leader capable of inspiring and building high-performing teams
• Ability to form strong cross-functional relationships and influence others to drive to a common goal

Qualifications

• Experience leading large technical teams (50+) spanning global time zones in a 24/7 model
• Experience leading geographically distributed and culturally diverse teams
• Experience building and scaling a healthy on-call culture
• Experience in Customer Success, Technical Account Management, and Professional Services is a big plus
• In-office presence (3+ days a week) and global travel are expected