Talend recrute un(e)

Director, Technical Support Escalations

CDI • Suresnes, France

Cette offre est lié au département Customer support


WHO WE ARE:

Talend, a leader in data integration and data integrity, is changing the way the world makes decisions.

Talend Data Fabric is the only platform that seamlessly combines an extensive range of data integration and governance capabilities to actively manage the health of corporate information(e)This unified approach is unique and essential to delivering complete, clean, and uncompromised data in real-time to all. 

Over 6,500 customers have chosen Talend to run their businesses on healthy data(e)Talend is consistently recognized as a leader in its field by Forrester and Gartner.
 
We pride ourselves in our values of Passion, Agility, Team Spirit, and Integrity(e)Every one of our 1,400 employees brings a certain je ne sais quoi that makes Talend special.


Summary of position:
You will be responsible for managing a team of Talend Technical Support Escalation Engineers who deliver third level or backline support for highly technical issues raised by our partners and customers for all currently available Talend Products(e)You will be tasked with ensuring the delivery of quality, high-touch technical support, and managing the career development of talented and experienced employees(e)You will be directly involved in the hiring, on-boarding and development of current and future team members(e)Your will be responsible to gather feedback on product escalated issues and implement some strategic approach to remedy those issues, in closed collaboration with our R&D team

Responsibilities:

  •  
  • Team Management
  • Lead employee recruiting, training and development efforts as assigned so as to create the highest quality support organization in the industry.
  • Manage support escalation engineers to hit quarterly training goals and customer satisfaction targets.
  • Lead by example and provide strategic guidance on case management and establish root cause analysis on escalated issues.
  • Contribute to scaling your team and ensure the adoption of Talend methodology and the delivery of quality support.
  • Demonstrate exceptional customer acumen in showing you have customer interest at heart, and can set the right customer expectations
  •  
    Operational Duties
  • Communicate directly and proactively with customers to establish relationships, resolve concerns, and facilitate case resolution.
  • Act as a strategic liaison with our Product Management and R&D team.
  • Work with the rest of the Talend Support Management team, as well as part of the Global Support and Services organization extended leadership team to ensure the timely resolution of support cases and customer escalations.
  • Serve as an escalation leader to ensure that support cases are managed to completion and communicated effectively.
  • Establish and execute the strategic plans to ensure we are delivering the highest level of Support possible

  • Additional Responsibilities
  • Serve as a positive, dynamic leader that displays strong work ethic, creative problem-solving skills, positive attitude, and team oriented proactive approach.
  • Participate in planning and management meetings, projects or events as requested.
  • Enhance current processes and procedures to improve the quality and effectiveness of Talend technical support.
  • Build a team-oriented organization, where team members will strive in working together, fully integrated in the worldwide Talend Support team.
  • Demonstrate ability to scale and motivate team of highly technical individual in a “remote first” work environment.

Preferred skills/experience:

  • Ideal candidate must be self-motivated with a proven track record in technical support management, and comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base(e)Candidate must be organized, able to work in a team environment and know how to handle multiple priorities.
  • Additional preferred qualifications are:
  • B.S(e)degree in Business, Computer Science, Engineering, or equivalent
  • Experience with data integration technologies and concepts
  • Ability to interact with customers of all levels and industry backgrounds, from the C-Level to IT individual contributor
  • Customer success focused
  • Proven ability to manage and set customer expectations
  • Ability to manage customer escalations and negotiate resolution
Travel: Ability to travel up to 20%
This role can be based from one of our global offices or in some instances Remotely across the UK, Germany, France or the United States
Business Fluency in English is a must, other European Languages a bonus
#LI-IW1
#LI-REMOTE 
#LI-HYBRID

AND NOW, A LITTLE ABOUT US:

Talend has received some pretty impressive accolades along the way:

- CEO named a 2020 Top Diverse Leader by the National Diversity Council
- 6th consecutive year named a Leader for Data Integration Tools in the Gartner Magic Quadrant 2021
- 4th consecutive year named as a Leader for Data Quality Solutions in Gartner Magic Quadrant 2021
- Recognized as a Challenger for Enterprise Integration Platform as a Service (iPaaS) in Gartner Magic Quadrant 2021
- Named Leader in The Forrester Wave™: Enterprise Data Fabric
- Ranked in the DBTA “100 Companies that Matter Most in Data”
- Listed in the CRN Big Data 100 Companies
 
We are passionate about helping companies become more data driven; and, if we can be honest, we are all geeks at heart who pride ourselves on the vibrant company culture that we have built.
 


As a global employer, Talend believes our success depends on diversity, inclusion and mutual respect among our team members(e)We want to look like our customers, and we recruit, develop and retain the most hardworking people from a diverse candidate pool(e)We are committed to making all employment decisions on the basis of business need, merit, capability and equality of opportunity(e)All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment(e)Please contact us via email to request an accommodation at accommodation@talend.com(e)We appreciate your interest in Talend.


Notice to Recruiters and Staffing Agencies
Talend SAS and its affiliates ("Talend") have an internal recruiting, or talent acquisition, department (“TA”)(e)Talend may supplement this internal capability from time to time with assistance from temporary staffing agencies, placement services, and professional recruiters ("Agency")(e)Agencies are hereby specifically directed NOT to contact Talend employees directly in an attempt to present candidates(e)To protect the interests of all parties, Talend will not accept unsolicited resumes from any source other than directly from a candidate(e)Any unsolicited resumes sent to Talend, including unsolicited resumes sent to a Talend mailing address, fax machine, email address or any other means, directly to Talend employees, or to Talend's resume database will be considered Talend property and therefore will NOT be liable for any placement resulting from the receipt of an unsolicited resume.

Agency agreements will only be valid if in writing and signed by an officer of Talend or his or her designee(e)No other Talend employee is authorized to bind Talend to any agreement regarding the placement of candidates by Agencies(e)Talend hereby specifically rejects, and denies any liability under, any agreement purporting to be accepted based on negative consent, negotiation with a candidate, performance, or any means other than the signature of a Talend officer.

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