Head of Post-Implementation Support

About the Company

Nexus is building NX1, the enterprise data platform for organizations that have outgrown legacy lakehouses and cloud data warehouses. We are a Series B company, headquartered in Atlanta, with a growing team in Pune, working at the intersection of cloud, data, and AI innovation.

Responsibilities

• Technical ownership of post-go-live customer health for NX1 enterprise accounts
• Direct customer-facing escalation leadership, including bridge calls and executive updates
• Systematic product feedback loop by translating production observations into engineering and product input
• Hiring, developing, and managing the India product support engineering team
• Managing the India–US operating model, including coverage, escalation paths, and SLA performance

Requirements

• Post-implementation product support experience for commercial SaaS or data platforms
• Experience managing personal ownership of customer escalations and executive communication
• Hands-on technical depth in modern data platforms such as Spark, Trino, Iceberg, Airflow, or Kubernetes
• 3+ years of experience managing a team of engineers
• Clear and confident English communication skills for enterprise customer-facing settings