Director of Software Support
We are Ataccama, and we are on a mission to empower organizations to maximize the transformative potential of data and AI. Our product enables both technical and less technical ‘data people’ across their organizations to create high-quality, governed, safe, and reusable data products. It’s what made us a Leader in the Gartner Magic Quadrant® for Data Quality Solutions™, and what inspired Bain Capital Tech Opportunities to invest in our future growth.
Our vision is to be the leading AI-powered cloud data management company and to do that, we’re making Ataccama a great place to work and grow. Our people are located across the globe. They succeed by collaborating as a team and thrive in our company culture defined by these core values:
Aim High
Customer Focused
ONE Team
Candid and Caring
Challenging Fun
Your challenge:
- Lead the expansion and scaling up of the global customer support function, amplifying its visibility and impact while fostering a culture of accountability and growth within the team.
- Deliver on critical support metrics/KPIs that deliver the best customer experience, support employee experience, and productivity.
- Build strong relationships and collaborate closely with Engineering, Product, Customer Success and Services teams to streamline processes and optimize workflows of support services.
- Oversee regular operational reviews, including performance, productivity, and continuous improvement progress.
- Develop strategies to manage cost and scale without sacrificing quality of service.
- Analyze and optimize support operations - drive a culture of continuous improvement.
- Continually evolve the Support organization focusing on operational issues, staffing, policy and packaging and employee development, as well as goal setting.
- Recruit, develop, motivate and accelerate the success of the support team.
Requirements:
- Demonstrated leadership experience in a technical support or customer success environment, with a focus on scaling support operations.
- Strong understanding of software deployment processes, including both on-premises and cloud-based solutions, and the ability to navigate complex deployment scenarios.
- Proven track record of driving process improvements and implementing scalable solutions to address evolving business needs.
- Ability to thrive in a fast-paced, dynamic environment with the flexibility to adapt to changing priorities and requirements.
- Strong analytical and problem-solving abilities, with a focus on data-driven decision-making and continuous improvement.
- Experience working with international teams and customers across different time zones
- Passion for technology and customer success, with a commitment to delivering exceptional support experiences and driving customer satisfaction.
Work equipment
- Company laptop
- Company mobile phone + SIM card & package of mobile data
Perks & Benefits
- Long-Term Incentive Program
- "Bring Your Friend" referral program
- Flexible working hours & flexible working setup
- 25 days of vacation, 2 sick days, and 1 personal day for each calendar year with Ataccama (up to 5 in total)
- Flexipass or Multisport card (after finishing your probation period)
- Annual package for mental health support
- Shared company cards for free entrance to Prague Zoo & Botanical garden
- Company bikes, longboards, e-scooters
- Online company language courses
- Conference tickets to the best industry events of the year
- Online courses & company access to Udemy to hone your skills
- Company library, where you can even suggest the best educational books for us to order
- Kitchens stocked with fresh fruit and juice, teas, and the best coffee
While we highly value cooperation with all our business partners, we don’t accept unsolicited resumes from any sources other than directly from a candidate. We reserve the right not to pay any fee for sending an unsolicited offer containing the details or resume of a job candidate, even if the relevant candidate is employed by our company.
Go to open positions We offer equal opportunities
Ataccama is proud to be an Equal Opportunity Employer. We know diversity fuels knowledge exchange, fosters innovation, and empowers us to grow and be better as a company and as humans. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool.
We are committed to fair and accessible employment practices. If you are contacted for a job opportunity, please let us know how we can best meet your needs and advise us of any accommodations required to ensure fair and equitable access throughout the recruitment and selection process.
Share 
