Director, Sustaining and Escalation Engineering

Job Description

Director, Sustaining and Escalation Engineering – Hybrid – Boston Seaport or Marlborough MA 

The Position

The Director of Software and Escalation Engineering is an exciting leadership role at Nasuni.  To lead Nasuni’s Escalation Engineering team, you will have a background in Enterprise Software Development, Storage, and Enterprise Support.  This team is a bridge between our Enterprise Customers and Product Engineering teams.

Due to company growth, we are expanding all Engineering teams at Nasuni and require additional Software Engineering Leadership for the Sustaining team. Your experience in capacity management, process improvement, and customer escalations will help guide the growth of this team. You are an organized, driven, and proactive leader.  An exceptional communicator with frequent and clear communication with stakeholders including customer leadership.

The ideal candidate has a strong working knowledge in all functional areas of Engineering including software development, quality assurance, and customer escalations management.

As the Director, Sustaining and Escalation Engineering, you will…

• Lead, manage, and mentor Escalation Managers worldwide and their Escalation Engineering teams.
• Develop and drive strategy for at-risk customers to ensure all product use cases are met successfully and in a timely fashion.
• Ensure integration of product features and bug fixes relating to and based on customer escalations
• Technically and process driven, lead the Escalation Engineering department towards the Nasuni SaaS. Be able to proactively and reactively identify issues and provide solutions to issues
• Work with internal teams to collaborate, drive prioritization, and analyze and resolve complex issues, resulting in the highest level of customer satisfaction.
• Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner.
• Know when, how, and the most effective ways to include executives for awareness and action.
• Provide consultative advice when issues arise based on cross-functional knowledge of the organization, as well as historical resolution paths.
• Understand the impact of each escalation to our business and use this to aid in quantifying the need for resources from other teams.

Required skills + experience we look for are…

• 15+ Years Software Engineering Leadership Experience
• Strong background leading high performance enterprise software development and escalation teams.
• Strong executive presence and presentation skills.
• Experience working cross functionally with Professional Services, Customer Support, Product and Engineering teams
• Ability to guide enterprise customers during executive escalations when needed.
• Bachelor’s degree in computer science, Engineering, or similar work experience
• Master's in business administration, Computer Science, or Engineering preferred

Why Nasuni?

Nasuni is the leading hybrid cloud storage solution that powers business growth with effortless scalability, built-in security, and fast edge performance using a unique cloud-native architecture. The Nasuni File Data Platform delivers operational excellence by consolidating NAS and backup, eliminating data silos, and making management easy and flexible without changes to apps or workflows. Its built-in security offers proactive defense and rapid recovery, lowering organization’s risk from the detrimental effects of ransomware attacks and other disasters. Synchronized access to file data everywhere ensures user productivity by supporting remote and hybrid work.   

Why work at Nasuni?

As part of our commitment to your well-being, we are pleased to offer comprehensive benefits packages to employees across the US.  Benefits packages generally include:

• Best in class employee onboarding and training
• “Take What You Need” paid time off policy
• Comprehensive health, dental and vision plans
• Company-paid life and disability insurance
• 401(k) and Roth IRA retirement plan
• Generous employee referral bonuses
• Flexible remote work policy
• 10 Paid Holidays
• Wide array of wellbeing offerings
• Pre-tax savings accounts with company contributions
• Great team culture and social activities
• Collaborative workspaces
• Free on-site fitness centers and stocked kitchens in select office locations
• Professional development resources

To all recruitment agencies: Nasuni does not accept agency resumes. Please do not forward resumes to our job boards, Nasuni employees or any other company location. Nasuni is not responsible for any fees related to unsolicited resumes.

Nasuni is an equal opportunity employer. The equal employment opportunity policy at Nasuni protects employees and job applicants from discrimination on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs.