JOB DETAILS

Director, NOC & Support

CompanyScale Computing INC
LocationIndianapolis
Work ModeOn Site
PostedMarch 5, 2026
About The Company
Acumera has acquired Scale Computing, bringing the two companies together under the Scale Computing brand to form the industry's largest edge computing-focused software company. Together, we’re helping organizations of all sizes confidently and securely deploy and manage workloads at the edge. Follow Scale Computing for updates. Scale Computing (previously Acumera) is a trusted leader in edge computing, managed network services, and network security, helping multi-site operators in the retail, restaurant, convenience store, unmanned, and fuel markets accelerate digital transformation at the edge. For over two decades, the company has delivered secure, scalable connectivity and 24/7 proactive support to distributed enterprises—empowering businesses to increase uptime, reduce costs, simplify PCI compliance, and enable innovation at the edge. Our solutions are purpose-built for the unique challenges of managing hundreds or thousands of remote sites with limited on-site IT support. Our managed services include real-time network visibility, firewall management, secure vendor integrations, broadband and cellular failover connectivity, proactive threat detection, and PCI-compliant segmentation. We also provide powerful capabilities for containerization and orchestration, making it easy to deploy, manage, and update applications across distributed locations with consistency and control. With a proven track record of reliability, deep expertise in retail technology and hospitality IT, and a customer-first approach, we help operators transform their edge infrastructure from a source of complexity into a strategic advantage.
About the Role

Description

Job Type: Full-time, On-site

Department: Technical Support

Reporting to: Vice President, Network Operations Center


Who we are

Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide.


Who We’re Looking For

We’re looking for a Director of Network Operations Center (NOC) & Support to lead and evolve our NOC team, ensuring world-class support for our customers and partners. This Director position is a critical, client-facing role that involves interpreting and translating customer needs, in collaboration with the Technical Support team and other internal teams, to identify the best path forward for the Customer. It is a strategic leadership role responsible for driving operational excellence through data-driven decision-making, scalable processes, and a strong culture of accountability and continuous improvement.


The ideal candidate is a hands-on leader with a passion for building high-performing teams, using KPIs to guide outcomes, and delivering a proactive, customer-first support experience that aligns with Scale Computing’s V.O.I.C.E. core values and support philosophy. You’ll work cross-functionally with engineering, product, and customer success teams to ensure a seamless and resilient customer experience at scale.


Responsibilities

  • Lead hiring, onboarding, and ongoing training for a 24x7x365 Network Operations Center, supporting both on-site and remote staff.
  • Defining, tracking, and reporting on KPIs to measure success of the team and find opportunities for efficiencies
  • Maintain close relationships with customers to proactively identify pain points and partner with internal stakeholders on new solutions or software initiatives
  • Promote a culture of operational discipline, proactive problem-solving, and excellence in customer support
  • Support escalations and high-impact customer issues as needed
  • Other responsibilities as assigned

Supervisory Responsibilities

  • This position supervises a team of 30+ technical individuals in a 24x7x365 environment who work both on-site and/or remotely
  • Responsible for coaching, performance reviews, staffing plans, and fostering a collaborative and accountable team culture

Requirements

Qualifications

  • 5+ years in Leadership managing large, distributed teams serving a worldwide customer base across multiple time zones
  • Excellent verbal and written skills are a must
  • The ability to lead technical people and train new employees on common approaches to troubleshooting, while not becoming mired in the day-to-day problem solving directly, is a must
  • Diverse exposure and understanding of a variety of operating systems and virtualization platforms, and understanding of the interaction of the different layers of technology (Network, storage, etc.)
  • A solid technical background and technical knowledge of computer hardware and software architecture, operating systems, virtualization, networking, and storage; experience with Linux, Windows, Linux command line, and third-party applications. Knowledge of current Hyperconvergence Edge technologies and emerging trends
  • A customer-first mindset, passion for helping others, and ability to stay calm under pressure
  • Experience managing in a multilingual environment a plus

Education and Experience

  • Bachelor’s degree in a related field (e.g., Information Technology, Engineering, Computer Science) required
  • Relevant technical certifications are preferred
  • Minimum 5 years of related industry experience

Work Environment and Physical Demands

  • This is a largely sedentary role which requires extended periods of time working on the phone and using a mouse, keyboard, and computer. It will occasionally require the ability to lift equipment and packages
  • May require occasional evening or weekend availability for escalations or critical issues.
  • Standard office environment; requires regular use of Apple Mac computers, softphones, and office equipment such as printers and scanners

Perks of Scale Computing

  • Health benefits start on first of the month following date of hire
  • 401(k), FSA, HSA
  • Fully stocked kitchen
  • Casual dress code
  • Paid company holidays
  • Discretionary time off policy
  • Flexible work environment and an opportunity to grow as we grow

Scale Computing is a global business with offices around the world, thousands of customers, and countless applications running on our industry-leading platforms. We enjoy this success because we have made a conscious effort to build this company by hiring amazing people. Scale Computing was founded on the belief that transparency and collaboration create a culture of ownership, success, and empowerment; more empowered employees are more productive employees. At Scale, we build empowerment through diversity and our core values of the V.O.I.C.E. of the Customer.


Scale Computing is an equal-opportunity employer. All final candidates will be subject to a pre-employment background check.

Key Skills
HiringOnboardingTrainingKPI TrackingCustomer Relationship ManagementOperational ExcellenceProblem-SolvingCross-functional CollaborationPerformance ReviewsStaffing PlansTroubleshootingVirtualization PlatformsHardware ArchitectureSoftware ArchitectureNetworkingHyperconvergence
Categories
Management & LeadershipTechnologyCustomer Service & SupportEngineeringSoftware
Benefits
Health benefits401(k)FSAHSAPaid company holidaysDiscretionary time off policy
Job Information
📋Core Responsibilities
This role involves leading the hiring, onboarding, and training for a 24x7x365 Network Operations Center team while defining, tracking, and reporting on KPIs to measure success and find efficiencies. The director must also maintain customer relationships to proactively identify pain points and support escalations for high-impact issues.
📋Job Type
full time
📊Experience Level
5-10
💼Company Size
164
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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