About CloudBees
CloudBees enables enterprises to deliver scalable, compliant, and secure software, empowering developers to do their best work.
Seamlessly integrating into any hybrid and heterogeneous environment, CloudBees is more than a tool—it's a strategic partner in your cloud transformation journey, ensuring security, compliance, and operational efficiency while enhancing the developer experience across your entire software development lifecycle. It allows developers to bring and execute their code anywhere, providing greater flexibility and freedom through fast, self-serve, and secure workflows.
CloudBees supports organizations at every step of their DevSecOps journey, whether using Jenkins on-premise or transitioning software delivery to the cloud. We’re helping customers build the future, today.
About the Role
The Director, Global Tech Support at CloudBees is responsible for leading a global technical support team, ensuring high-quality service delivery, and driving continuous improvement in support operations. This role requires a combination of strong leadership, strategic thinking, technical expertise, and excellent communication skills to effectively support customers and contribute to the overall success of CloudBees.
What You'll Do
- Lead and manage a global team of technical support professionals, providing guidance, support, and performance management.
- Recruit, train, and develop team members to ensure they have the skills and knowledge to effectively support customers.
- Oversee the day-to-day operations of the technical support function, ensuring efficient and effective resolution of customer issues.
- Implement and optimize support processes and workflows to improve efficiency and customer satisfaction.
- Develop and execute strategies to enhance the technical support function, aligning with CloudBees’ business goals and customer needs.
- Identify and drive initiatives to improve support services and operational performance.
- Analyze customer feedback, support trends, and performance metrics to inform strategy and identify areas for improvement.
- Ensure high levels of customer satisfaction by managing complex or escalated technical issues and ensuring timely resolution.
- Develop and maintain strong relationships with key customers and stakeholders.
- Monitor and ensure the quality of support provided, implementing best practices and standards to consistently deliver high-quality service.
- Work closely with other departments, such as engineering, product management, and sales, to address customer issues and provide feedback for product improvements.
- Collaborate with the professional services and customer success teams to ensure a seamless customer experience.
- Communicate effectively with both technical and non-technical audiences, providing clear and concise updates and resolutions to customers and internal teams.
- Continuously evaluate and refine support processes, tools, and systems to enhance efficiency and effectiveness.
- Implement and oversee knowledge management systems, including documentation and self-service resources.
- Track and analyze key performance indicators (KPIs) related to support operations, such as response times, resolution times, and customer satisfaction scores.
- Use data-driven insights to drive performance improvements and operational changes.
- Manage and resolve critical and high-impact customer issues, ensuring that they are addressed promptly and effectively.
- Identify potential risks to customer satisfaction and take proactive measures to mitigate them.
- Lead the technical support response to major incidents or outages, coordinating with other teams to minimize customer impact and restore service.
- Act as an advocate for customers within CloudBees, ensuring their needs and feedback are communicated and addressed effectively.
- Use customer insights to influence product development and improvement.
- Develop and promote educational resources, such as training materials and best practice guides, to empower customers and enhance their experience with CloudBees products.
- Stay informed about industry trends, emerging technologies, and best practices in technical support.
- Explore and implement innovative solutions to enhance the support function and customer experience.
- Develop strategies to scale support operations in alignment with the company’s growth and expanding global customer base.
Role Requirements
- Bachelor’s degree in Computer Science, Engineering, or a related field. Advanced degrees (e.g., MBA, Master’s in Engineering) may be preferred.
- Significant experience in a technical support or customer support role, with a proven track record of managing complex technical issues and escalations.
- Demonstrated experience in leading and managing a global or large-scale technical support team, including recruitment, training, and performance management.
- Deep understanding of cloud computing, DevOps, and related technologies, with experience supporting cloud-based solutions.
- Proven experience in engaging with customers at various levels, including managing high-profile or complex customer relationships.
- Strong technical background with expertise in areas such as cloud platforms, CI/CD pipelines, software development, and troubleshooting complex technical issues.
- Experience in designing and implementing support processes and workflows, including knowledge management and self-service solutions.
- Ability to track, analyze, and act on key performance indicators (KPIs) related to support operations and customer satisfaction.
- Strong leadership skills with the ability to inspire, motivate, and develop a global team.
- Excellent verbal and written communication skills, with the ability to clearly convey technical concepts to both technical and non-technical audiences.
- Ability to develop and execute strategic plans that align with business objectives and enhance the support function.
- Strong analytical and problem-solving skills, with a focus on addressing complex technical challenges and improving customer experiences.
- Experience working in a global environment with an understanding of regional market differences and customer needs.
- Willingness to travel as needed for customer engagements, team meetings, and industry events.
- Experience managing critical incidents and outages, with a proven ability to coordinate cross-functional teams to resolve high-impact issues.
- Strong focus on customer satisfaction and the ability to advocate for customer needs within the organization.
We’re invested in you!
We offer generous paid time off to allow our employees time to rest, recharge and to be present with family and friends throughout the year. At CloudBees, we truly believe that the more diverse we are, the better we serve our customers. A global community like Jenkins demands a global focus from CloudBees. Organizations with greater diversity—gender, racial, ethnic, and global—are stronger partners to their customers.
Whether by creating more innovative products, or better understanding our worldwide customers, or establishing a stronger cross-section of cultural leadership skills, diversity strengthens all aspects of the CloudBees organization. In the technology industry, diversity creates a competitive advantage.
CloudBees customers demand technologies from us that solve their software development, and therefore their business problems, so that they can better serve their own customers. CloudBees attributes much of its success to its worldwide work force and commitment to global diversity, which opens our proprietary software to innovative ideas from anywhere.
Along the way, we have witnessed firsthand how employees, partners, and customers with diverse perspectives and experiences contribute to creative problem-solving and better solutions for our customers and their businesses.
Scam Notice
Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of CloudBees. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that CloudBees will never ask for any personal account information, such as cell phone, credit card details or bank account numbers, during the recruitment process. Additionally, CloudBees will never send you a check for any equipment prior to employment.
All communication from our recruiters and hiring managers will come from official company email addresses (@cloudbees.com) or from Paylocity and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent CloudBees and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at tahelp@cloudbees.com.
We take these matters very seriously and will work to ensure that any fraudulent activity is reported and dealt with appropriately. If you feel like you have been scammed in the US, please report it to the Federal Trade Commission at: https://reportfraud.ftc.gov/#/.
In Europe, please contact the European Anti-Fraud Office at: https://anti-fraud.ec.europa.eu/olaf-and-you/report-fraud_en
Signs of a Recruitment Scam
· Ensure there are no other domains before or after @cloudbees.com. For example: “name.dr.cloudbees.com”
· Check any documents for poor spelling and grammar – this is often a sign that fraudsters are at work.
· If they provide a generic email address such as @Yahoo or @Hotmail as a point of contact.
· You are asked for money, an “administration fee”, “security fee” or an “accreditation fee”.
- You are asked for cell phone account information.
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