What Your Day Will Look Like

Your primary role is to oversee and guide the support team, ensuring our relentless experience and providing customers with the quality support they need and expect.

You will

▪ Provide guidance and mentorship to the support team, fostering the Nebul team spirit and culture to create and maintain a productive work environment.
▪ Ensure the team delivers timely and practical first-time-right support, maintaining a high standard of customer experience.
▪ Work closely with other departments, particularly engineering, to improve service delivery and resolve technical issues promptly.
▪ Monitor team performance metrics, provide feedback, and implement strategies to optimize performance and productivity.
▪ Ensure compliance with service level agreements (SLAs) and quality standards in all support interactions.
▪ Handle escalated issues and complex cases, ensuring we meet customers’ expectations in terms of quality and priority-setting to increase customer satisfaction further.
▪ Identify opportunities to streamline support processes and implement improvements that enhance efficiency.
▪ Gather and analyze customer feedback to improve service delivery, address recurring issues and share those with the sales, operations and leadership teams.
▪ Plan and oversee training programs for team members to enhance technical skills and customer service capabilities.

What Your Day Will Not Look Like

▪ No micromanaging team members’ daily tasks
▪ No routine administrative duties unrelated to team management and support operations.
▪ Working without clear goals or a focus on customer needs.
▪ Operating in isolation without collaborating with the other Nebul teams.

Your Profile

“It doesn’t matter where you come from, where you went to school or what degrees you have. If you’ve done exceptional work, join us and work on the future of technology-driven platform companies”.

▪ Leadership Skills: Proven ability to lead and motivate a team to achieve operational excellence and deliver Nebul’s relentless customer experience.
▪ Knowledge: Strong understanding of IT systems, infrastructure, and support processes. Capable of troubleshooting and resolving escalated technical issues.
▪ Team Management: Experience managing a support team, including performance evaluation, coaching, and fostering a positive work environment.
▪ Problem-Solving Abilities: Excellent problem-solving skills focusing on root cause analysis and continuous improvement of support processes.
▪ Communication Skills: Clear and effective communicator, conveying technical concepts to non-technical stakeholders and influencing decision-making.
▪ Adaptability and Resilience: Capacity to thrive in a dynamic environment, manage competing priorities, and adapt to changing business needs.

Bonus Points If You Have

▪ Experience in building a support team
▪ Data Savvy: Skills in analyzing support metrics, identifying trends, and using data-driven insights to enhance operational performance and customer satisfaction.

What We Offer You

▪ Competitive salary package, including performance-based bonuses and stock options.
▪ Opportunities for professional growth and career development.
▪ A collaborative and innovative work environment with access to the latest tools and technologies.
▪ The chance to significantly impact the direction and success of our products and services.

About Nebul

Nebul offers a Sovereign-Hybrid cloud solution that combines dedicated private cloud based on European values on Privacy, Security and Compliance with your on-premises infrastructure or the convenience, scale and reach of the global Hyperscalers to forge it into a genuinely European-Native and sovereign Hybrid Cloud platform. Nebul Cloud is powered by NVIDIA technology, enabling AI development and operations on the industry-leading platform. From Generative AI to Digital Twins and Scientific simulations, Nebul empowers you to harness the power of AI with confidence and trust.

Nebul is an equal opportunity employer

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background creates a better work environment and better products. Whatever your identity, we will give your application fair consideration.