Head of Support Engineering (f/m/d)

Permanent employee, Full-time · Heidelberg, Berlin

Overview

The Head of Support Engineering is a leadership role responsible for overseeing the technical support operations, managing a team of support engineers, and ensuring the delivery of excellent customer service. This position involves setting strategic direction, optimizing support processes, and driving continuous improvement in customer support to meet service level targets and enhance customer satisfaction.

Your responsibilities

Team Leadership:

Lead and mentor a team of support engineers, setting clear performance expectations, providing guidance, and fostering a culture of collaboration and excellence.
Manage staffing, workload distribution, and resource allocation to ensure efficient operations and high-quality support services.

Technical Support Operations:

Oversee the resolution of technical issues, escalations, and complex cases to ensure timely and effective problem resolution.
Monitor key performance metrics, analyze trends, and implement strategies to improve support performance and customer experience.

Strategy and Planning:

Develop and execute support engineering strategies, goals, and initiatives to align with business objectives and customer needs.
Collaborate with cross-functional teams to integrate support services with product development, sales, and customer success functions.

Process Optimization:

Identify opportunities to optimize support processes, enhance efficiency, and streamline workflows for improved service delivery.
Implement best practices, tools, and systems to standardize support procedures, quality assurance, and knowledge management.

Customer Relationship Management:

Engage with customers to understand their technical support requirements, address escalations, and ensure high levels of customer satisfaction.
Work closely with the customer service team to coordinate support activities, gather feedback, and drive improvements in service quality.

Your profile

Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
Extensive experience in technical support roles, with a strong background in troubleshooting complex technical issues and managing support teams.
Proven leadership skills, with a track record of successfully leading and developing high-performing support engineering teams.
Excellent communication, interpersonal, and problem-solving abilities.
Technical certifications (e.g., ITIL, HDI, etc.) are a plus.

What you can expect from us

Become part of an AI revolution
30 Days of paid vacation
Flexible working hours
Join a dynamic start-up and a rapidly growing team
Work with international industry and science experts
Take on responsibility and shape our company and technology
Regular team events

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About us

Aleph Alpha was founded in 2019 with the mission to research and build the foundational technology for an era of strong AI. The team of international scientists, engineers, and innovators researches, develops, and deploys transformative AI like large language and multimodal models and runs the fastest European commercial AI cluster. Its generative AI solutions are the only choice for enterprises and governmental institutions seeking to retain independence, secure their data, and build trustworthy solutions.

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Hiring And Collaboration

We need the right people on our mission to revolutionize Europe with our technology. Our team values a result-oriented, open-minded working environment and reliable and committed colleagues. We care more about talent and purpose than formal education.