VAST Data · 1 month ago
Support Operations Technical Program Manager
Campbell, CA
Full-time
Onsite
Senior Level
5+ years expVAST Data is seeking a highly skilled Technical Program Manager to join their Customer Support Operations team. This role involves leading technical programs to enhance customer support efficiency, collaborating with cross-functional teams, and driving initiatives to improve support processes and customer experience.
AI InfrastructureArtificial Intelligence (AI)DatabaseSoftware
Responsibilities
Lead and manage technical support programs, helping to organize and track work via sprints or otherwise holding CS team members accountable for incremental progress
Manage prioritized projects outlined in the Customer Success roadmap
Collaborate with cross-functional teams ( including R&D, product management, and sales) to drive successful program adoption, KPIs and iterative improvements
Develop and maintain key performance indicators (KPIs) to measure the effectiveness of the programs you own
Provide regular reports and insights to senior management and the customer support team to communicate progress and blockers
Identify opportunities for process improvements within customer support and own follow-up where needed
Implement best practices to optimize efficiency, responsiveness, and overall customer satisfaction
Streamline and simplify manual and repeatable work for Customer Success team members and business partners who engage with us
Keep CS runbooks and SOPs up-to-date
Communicate between customer support and engineering teams
Engage with engineering and product management to be informed about product updates and new releases and how they impact internal processes and support enablement
Champion the voice of the customer within the organization, ensuring that customer feedback (and supportability) is integrated into product development and processes through the Problem Management program
Collaborate with the customer success team to proactively address customer needs and concerns by making sure that proposed changes are followed up on and implemented
Work closely with the customer support team, engineering teams, sales enablement and product management to develop and deliver technical training programs for customer support teams
Facilitate ongoing skill development and knowledge enhancement for support staff via 101, 201, and 301 programs, certifications, and new product and feature training
Qualification
Required
Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field
Minimum of 5 years of experience in technical program management or project management, preferably in a customer support or operations environment
A relentless drive and a customer-first mentality are essential
Technical Acumen: Solid technical background with experience in data storage, software development, or IT operations is advantageous
Proven track record of successfully managing complex technical programs and projects
Demonstrated ability to structure and assess problems, execute high-level directives, and manage program impacts
Proven track record in program management, execution, change management, and cross-functional stakeholder management
Strong executive presence, communication, and facilitation skills, with experience engaging and partnering at all levels, including executives
Strength in researching, understanding, distilling, and communicating complex business issues, ideas, and analyzing business impact
Familiarity with/drive the Agile development and release methodologies, especially for the automation of business processes and improvements/redesigns
Ability to thrive in a culture of transparency and direct feedback
Preferred
Advanced degree or relevant certifications are a plus
Enterprise software or high-tech industry experience is a plus
Intermediate to Advanced experience with Salesforce (SFDC), Jira, Confluence
Experience with agile methodologies and sprint planning
Company
VAST Data
VAST Data offers a unified data platform that integrates storage, database, and compute capabilities into a single software platform.
1001-5000 employees
H1B Sponsorship
VAST Data has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (2)
2023 (2)
2022 (1)
Funding
Current Stage
Late StageTotal Funding
$381MKey Investors
FidelityTiger Global ManagementN47
2023-12-05Series E· $118M
2021-05-04Series D· $83M
2021-03-01Series Unknown
Leadership Team
Renen Hallak
Founder & CEO
Shachar Fienblit
Chief R&D Officer and Co-Founder
Recent News
Inside HPC & AI News | High-Performance Computing & Artificial Intelligence
2026-01-09
2026-01-09
Company data provided by crunchbase