Product Support Lead
Ready to join the AQ era?
SandboxAQ is solving challenging problems with AI + Quantum for positive impact. We partner with global leaders in government, academia, and the private sector to identify applications that would benefit from quantum-based applications to current and future commercial challenges. We engage with customers early and throughout the development process to improve market fit.
Our team’s unique approach enables cross-pollination across a diverse range of fields, from physics, computer science, neuroscience, mathematics, cryptography, natural sciences and more! Our success comes from coalescing diverse talent to create an environment where experimental thinking and collaboration yield breakthrough AI + Quantum solutions. Join a culture where thought leadership, diverse talent, employee engagement, and technological impact will create the next tech uproar.
We are deeply committed to education as a means to advance quantum solutions and computing initiatives. We invest in future talent through internship programs, research papers, developer tools, textbooks, educational talks/events and partnerships with universities/talent hubs to attract multi-disciplinary talent. Our hope is to inspire people from all walks of life to be prepared for the quantum era and encourage a path in STEM.
Job Summary:
We are looking for a Product Support Lead to develop the tools, processes, and resources from the ground up to build an enterprise product support organization. You will work with customer solutions, engineering leads, product managers, and various other stakeholders to deliver consistent software product experience for our customers. You will define the vision, strategy, near and long term execution plans to stand up an enterprise product support organization to build trust and credibility with our customers. The candidate will be part of a diverse team consisting of product managers, devops & software engineers, mathematicians, ML experts, and physicists, where they will play a key role in ensuring an industry leading customer experience.
Core Responsibilities:
- Stand-up a central product support team leveraging current engineering resources and external vendors to deliver a seamless customer experience.
- Define Service Level Objectives (SLOs), Service Level Indicators (SLIs), and develop Service Level Agreement (SLA) templates outlining where we can make trade offs to align with customer expectations.
- Develop documentation, reporting requirements on KPIs, and templates to allow the organization to effectively scale
- Manage and lead a team of tech support and software technicians.
- Define the requirements, build the tools and implement a methodology to manage and triage incidents and service requests assigned to team queues.
- Conduct tests and root cause analysis to diagnose and resolve customer issues
- Design, build testing environments and platforms in collaboration with Infrastructure and DevOps teams including representative test data to enable rapid replication of errors, and determination of root cause.
- Follow up with customers to determine their level of satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends); and, if necessary, implement corrective actions.
- Coordinate resources and the prioritization of work to ensure customer satisfaction is achieved.
- Identify anti-patterns and provide feedback on product maintainability, reliability, scalability, availability, deployment challenges, and other product obstacles to the Product and Engineering organization.
Who you are:
- Experience in supporting global deployments of Enterprise Software with blue chip customers, both in the cloud and on-premise
- Experience in successfully building and growing product support teams across numerous time zones and geographies, and developing a team culture
- Effective communicator with a bias to action, who can rapidly tie together multiple perspectives to reach consensus and drive to decisions and execution
- Self-motivated, able to work independently in a remote work environment
- Appetite for problem-solving through rapid prototyping environment and deal with uncertainty and fluidity
- Excellent communication and interpersonal experience, including relationship building and collaboration within a cross-functional team
- Ability to work across European and North American time zones in order to support customers across those regions
- Bachelor's degree in Computer Science or related Engineering degree/similar technical field of study or equivalent practical experience
Preferred Qualifications:
- Familiarity with one or more of the following domains: Cloud Computing, Network Engineering, AI, Software Development, Hardware Development
- Experience managing programs, people (internal & external), resources, customer relations, in a service center environment or similar preferred
- Successful support of both conventional software development and machine learning / data science
- Masters or Ph.D. in computer science or security related field
- Expertise in security operations and incident management