Cielo Talent
Website:
cielotalent.com
Job details:
WHO WE ARE
Velotic is a newly-formed independent software company with a pure-play focus on industrial operations. We unite two category-defining portfolios -- ThingWorx and Kepware (formerly part of PTC) and Proficy (formerly part of GE Vernova) -- to transform industrial manufacturing, at scale. With $350M in annual revenue, a global footprint across a range of industries, a legacy customer base, and our intelligent data connectivity systems and AI solutions, we are one of the world's largest independent software companies focused on industrial operations -- here to power the future of manufacturing.
OUR MISSION
Enabling the world's industrial producers to do the right things right—across every shift, every plant, every day. We help manufacturers prosper by equipping them with software-defined, data-driven production systems that elevate quality, accelerate cycle times, improve resilience, and enable sustainable profit growth.
WHY THIS IS A ONCE-IN-A-CAREER OPPORTUNITY
- Lead in a market undergoing significant disruption and growth from cloud migration to edge intelligence to AI-powered industrial automation.
- Join a culture defined by ambition, authenticity, speed, teamwork, and the belief that manufacturing can meaningfully improve the world.
- Competitive benefits, compensation and long-term impact on how the world’s industrial companies operate, automate, and innovate.
ROLE SUMMARY
We are seeking a highly experienced, strategic, and hands-on Manager with at least 10 years of deep expertise in engineering customer support, escalation management, and customer relations.
In this role, you will be the leader of the Engineering teams for one of the SCADA/HMI products which is a key revenue driver within Velotic. You will lead and scale a high-performing engineering team with focus on customer triage, system trouble shooting, customer support, establish robust defect triage, escalation frameworks, and build strong, high-trust relationships with customers and key stake holders. You will bridge the gap between our customers, support engineers, product managers, and software developers to ensure rapid issue resolution and high product reliability.
1. Team Leadership & Operations Management
- Lead, mentor, and scale a multi-tiered engineering support team to deliver exceptional service level agreements (SLAs).
- Establish operational KPIs and metrics (e.g., First Response Time, Mean Time to Resolution, Backlog Health, Escalation Rate) and drive continuous process improvements.
- Manage shift rotations, resource planning across different geographies and time zones.
- Build a culture of accountability, continuous learning, and customer-first empathy within the team.
2. Defect Flow, Triage & Engineering Collaboration
- Own and optimize the end-to-end defect triage lifecycle from customer reporting to delivering engineering fixes.
- Conduct regular triage syncs with Customer Support leadership to prioritize critical bug fixes, hotfixes, and patch releases.
- Standardize issue root-cause analysis (RCA) and ensure technical ticket descriptions, logs, and reproduction steps are documented.
- Track product reliability patterns and advocate for product quality enhancements based on recurring customer issues.
3. Customer Relationship & Escalation Management
- Serve as the primary executive sponsor and single point of contact for high-priority/VIP customer escalations.
- Build and maintain strong, empathetic relationships with key stakeholders, enterprise clients, and account managers.
- Host regular operational reviews (QBRs/EBRs) with key accounts to review support performance, open issues, and system stability.
- Communicate technical updates clearly and transparently to non-technical client stakeholders during critical incidents or service outages.
4. Process Automation & Tooling
- Evaluate, optimize, and manage support tooling (ADO, Jira, Salesforce Service Cloud, ServiceNow).
- Implement AI-driven workflow automations, self-service portals, and knowledge base frameworks to improve deflect rates and agent productivity.
Required Qualifications & Skills
- Experience: 10+ years in technical product development, software customer support, or client services, with at least 5+ years in a direct managerial/leadership role. Experience in SCADA/HMI and C++ is a plus. Knowledge of industrial communication standards (Modbus, DNP3, OPC UA, Kepware), and operational technology (OT) cybersecurity.
- Technical Acumen: Deep understanding of enterprise software product lifecycles, API integrations, log analysis, dump analysis, and SDLC workflows.
- Defect & Bug Management: Advanced proficiency in ADO/Jira/Confluence (or equivalent) for defect tracking, sprint planning, and triage workflows.
- Stakeholder Management: Exceptional interpersonal and communication skills with a proven track record of de-escalating enterprise client situations.
- Analytical Skills: Strong data-driven approach to tracking performance metrics, identifying systemic product bugs, and presenting executive-level reports.
Process Orientation: Expertise in ITIL frameworks, incident management standards, and root cause analysis methodologies.
Education & Experience
- Bachelor’s degree in computer science or in “STEM” Majors (Science, Technology, Engineering and Math)
- 10 years of relevant experience
WORK ENVIRONMENT
• [Hybrid]
• No Travel needed
Learn more at: www.velotic.com
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