About The Team

Rubrik’s Global Customer Support and Success Organization is a team of professionals committed to provide world class post purchase experience. The team is responsible for delivering post deployment technical support to customers and partners with a wide range of technologies and cloud deployments. The team is also responsible for delivering initial time to value by ensuring timely activation and adoption of Rubrik’s SaaS products and technologies. The member of the Global Support and Success Organization will serve as a key point of contact, a trusted advisor to Rubrik’s customers and partners and works closely with cross functional teams in order to deliver the value to customers. The Customer Support Team at Rubrik is composed of seasoned experts in the field of data management and security who  possess an  in-depth knowledge of Rubrik's solutions, data protection, and recovery strategies, and they are skilled at swiftly diagnosing and solving complex issues while keeping the overall customer experience at forefront.

In a world where data is the lifeblood of every organization, Rubrik's Customer Support Team serves as the backbone of our customer’s data security strategy. Their technical prowess, commitment to customer success, and dedication to rapid response ensure that our customer’s data remains protected and available, no matter the challenges that come your way.

About the Role

We are seeking a highly skilled and customer-focused Service Delivery Practitioner to join the Rubrik Support Operations team. This role is responsible for ensuring the seamless and consistent delivery of technical support services by the Global Customer Support and Success organization across all regions to customers and partners, and driving continuous improvement in service quality across all disciplines. The ideal candidate will have strong technical acumen, excellent problem-solving skills, and a passion for delivering exceptional customer experiences.

What you'll do

• Consistent service delivery: Oversee the process of delivering global technical support services, ensuring timely and consistent resolution of issues and adherence to service level agreements (SLA).
• Customer interaction: Analyze, recommend, and drive service delivery improvements for complex technical issues, ensuring effective communication and satisfaction throughout the support case lifecycle.
• Escalation avoidance: Reviewing and coordinating with internal teams and stakeholders to identify case handling improvements for critical issues to avoid unnecessary escalations.
• Service delivery improvement: Identify trends in support requests and recommend process improvements to enhance service delivery.
• Feedback cycle: Investigate non-optimal case interactions to understand service delivery failure root cause, identify process improvement opportunities, and drive positive changes in the organization.
• Collaboration: Work closely with cross-functional teams, including product development and management, to address systemic issues and improve product performance, reliability, usability, and supportability.
• Training and mentorship: Create, provide, and deliver training and mentorship with a focus on service delivery to the global support staff, fostering a culture of relentlessness, integrity, velocity, excellence, transparency, consistency, and ownership.
• Efficiency and productivity: Examine support workflows and identify opportunities to streamline processes, reduce bottlenecks, and improve response times.
• Tooling optimization: Evaluate, recommend, and implement support tools and platforms to enhance team productivity and deliver superior service.
• Automation Initiatives: Develop and deploy automation solutions, such as chatbots or automated ticket routing, to reduce manual effort and increase efficiency.
• Metrics and Reporting: Define key performance indicators (KPI) and generate actionable insights from data to track team productivity and identify areas for improvement.
• Change Management: Drive the adoption of new tools and processes, ensuring smooth transitions and adequate training for the team.
• Scalability: Design and implement scalable support systems and workflows to handle growth and evolving customer needs effectively.
• Documentation: Create, update, and maintain detailed documentation to drive consistency and process adherence.

Experience you'll need

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 8+ years of proven enterprise experience in technical support or IT service delivery roles, preferably in a customer-facing environment.
• Strong understanding of IT systems, software, and hardware, with the ability to diagnose and troubleshoot technical issues effectively.
• Familiarity with ITIL practices and frameworks is a plus.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical audiences.
• Demonstrated ability to manage multiple priorities, work under pressure, and deliver results in a fast-paced environment.
• Proficiency in support tools and technologies, such as Salesforce, remote diagnostics tools, and monitoring platforms.

Preferred qualifications:

• Certifications such as ITIL, CompTIA A+, or similar technical qualifications.
• Experience with cloud-based technologies, SaaS products, or network troubleshooting.
• Prior experience in a leadership or mentorship role within a technical support team.

Why Join Us?

We offer a dynamic work environment where your expertise and ideas will make a significant impact. As part of our team, you’ll have access to professional development opportunities, competitive benefits, and the chance to work with cutting-edge technology.