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At Infinidat, a Lenovo company, we empower enterprises and service providers with cutting-edge storage platforms that redefine performance, reliability, and cyber resilience at scale.
As the leader of the Remote Support organization, you will be responsible for driving operational excellence across the teams, ensuring best practice procedures and highest standard of technical disciplines. You will collaborate effectively with other functions across the Development, Level 3 (L3) Support, Customer Support, Mechanical Engineering, and Account Technical Advisers. You will balance short-term execution and escalation management with long-term organizational development, process optimization, and continuous improvement initiatives.
What you'll do
Lead and develop multiple global technical teams through their GEO Team Leads/Manager.
Drive operational excellence, technical disciplines, process improvements, and global alignment
Partner with R&D, Product, Mechanical Engineering, and Customer-facing teams to improve customer outcomes.
Collaborate with a variety of teams and interests (Senior Support Team, Technical Advisers, Global Operations)
Ensure high levels of customer satisfaction and service delivery
Provide leadership, coaching, and strategic direction to Managers/Team Leads and senior technical contributors
Prioritize resources and initiatives to maximize business impact
Contribute to maintaining and improving internal knowledge base and procedures
Engage with L3 to solve field issues, known best practices and procedure updates
Actively participate in projects as assigned, in order to achieve department and Company goals
Travel domestically or internationally as required
Requirements
Proven experience leading managers and global technical teams
Outstanding communications skills (written and verbal) - Strong background in enterprise storage, Linux, networking, and customer support organizations.
Strong leadership and stakeholder management skills
Ability to drive organizational change, process improvements, and operational excellence
The position requires a willingness to work during weekends and holidays as needed
Nice to have
Customer support experience (Tier 2-3) - Experienced working in a Linux environment, familiarity and comfortable at the command line interface, basic networking familiarity and problem determination
Knowledge of enterprise storage systems (SAN and NAS)
Familiarity with multiple operating systems (Linux, VMWare, AIX, MAC-OS, Windows)
Outstanding communication skills
Fluent written and spoken English
Strong troubleshooting and problem-solving skills
Fast learner, independent and detail oriented
Experience and familiarity with processes and ticket management systems
Excellent understanding of different collaboration tools (Slack, HO, Chat, Jira, Wiki)
Ability to multitask
Ability to work flexible hours
Travel as required
About Infinidat
Infinidat’s enterprise storage portfolio provides global Fortune 500 enterprises and service providers with best-in-class solutions for primary storage, next-generation data protection, disaster recovery, business continuity, and cyber resilience. Infinidat’s acclaimed InfuzeOS is the one of the most flexible and complete enterprise software-defined storage architectures in the industry. We recently announced powerful enhancements, an extensive expansion, and the dynamic evolution of our award-winning G4 enterprise cyber and AI storage solutions! Not only did Infinidat win over 40 awards in 2025, but was named a Gartner® Peer Insights™ Voice of the Customer Award for Primary Storage for the 7th time!