DevOps Support Team Lead at Seldon
London, GB

We’re looking for someone to join our team and lead DevOps Customer Support for our growing customer base! This isn’t your typical support role and requires someone passionate about problem-solving, creative solutions, and delving into the world of Machine Learning to ensure our industry-leading product and engineering-lead customers are supported effectively. 

Why join Seldon

Seldon was founded in 2014 with a simple yet ambitious mission: accelerate the adoption of machine learning to solve some of the world’s most challenging problems. Since launching in 2018 we’ve grown to over 50 people located across Europe and the US and raised over £10 / $13 million in venture funding. Over 60% of the Fortune 500 use Seldon’s technology today - and we work with global industry leaders like Google, Microsoft, Amazon, Red Hat, and NVIDIA.

In addition to our product, we’ve created a culture that we’re proud of driven by our open, collaborative ethos. We’re a small, talented team, making a large impact in helping shape the future of machine learning.

What you will be doing

  • Define and lead effective technical customer support strategy now and as we scale (processes, tools/ systems and SLA’s etc.)
  • Hire, develop and coach a talented team to ensure a fantastic customer experience at all times 
  • Be hands-on in learning Seldon’s products to support the resolution of more complex issues, ensuring effective escalation channels 
  • Proactively collect and analyse support data to identify common challenges and trends and implement processes and initiatives to mitigate them 
  • Oversee the triage process for all support tickets via Jira ensuring low response times 
  • Work collaboratively with Sales, Tech, Product and Customer Success to ensure alignment and up to date product and technical knowledge to deliver fantastic support for our customers

What you will bring to the team

  • Demonstrable experience in a customer-facing software/technical support role (enterprise/ b2b)
  • Experience managing the support and solutions for products serviced with cloud-native technologies
  • Attributes and skills to build and lead a successful team capable of meeting support SLA’s and targets as we scale
  • Strong organisational and communication skills (written and verbal) 
  • Experience driving continuous improvement and the ability to apply this to customer support to ensure a high level of customer service 

What you will enjoy in return 

  • An exciting role in a growing company, with the opportunity to shape our approach to technical customer support
  • A supportive and collaborative team environment with a commitment to learning and career development 
  • Flexible approach to hybrid-working (2/3)
  • Share options to align you with the long-term success of the company
  • 28 days annual leave (plus flexible bank holidays on top)
  • Perkbox - perks, medical and wellbeing benefits
  • Healthcare cash plan and Employee Assistance Programme
  • Pension scheme 
  • Cycle to work scheme