Eric Linnell VP of Support, Customer Success, and Professional Services, Sysdig

Sysdig, Inc., the cloud-native intelligence company, announced Eric Linnell has been named VP of support, customer success, and professional services.

An experienced customer support and success executive, he will focus on delivering white-glove service to customers worldwide.

The company has entered its growth phase as enterprises accelerate the adoption of containers and cloud-native applications. Linnell is tasked with ensuring a positive customer experience and working with enterprises to ensure success as they move from proof of concepts to wide-scale adoption of containers.

“We are passionate about enabling our customers to run reliable and secure containers.  We are growing fast with enterprises and at this pace, it’s critical that we don’t lose our emphasis on customer experience and customer success. We want to ensure every customer – current and new – has a great experience from deployment and training to onboarding and ongoing support,” said Suresh Vasudevan, CEO. “I worked with Eric at Nimble Storage and he was instrumental in our success. I am confident he will build a world-class team with a culture that is reflected in the support our customers receive.”

Containers and micro-services deliver speed, efficiency, and flexibility compared to traditional software architecture. As the pace of adoption accelerates and cloud native becomes the default operating model for enterprises, new approaches are required to secure and monitor technologies like Docker, Kubernetes, and OpenShift. Sysdig is an approach that delivers a unified security, monitoring, and troubleshooting solution, and sales of the company’s Cloud-Native Intelligence Platform have reflected the market demand for a unified approach.

Hundreds of enterprises have come to depend on Sysdig to secure and monitor millions of containers and micro-services in production, while millions more rely on Sysdig open source security and troubleshooting tools. Downloads of Falco have roughly tripled over the last 12 months and active users of the Sysdig SaaS offerings have grown nearly six times year over year.

Last month, the company announced the closing of its series d round of funding at $68.5 million and in July, Sysdig opened a second HQs in Raleigh, NC, to keep pace with company growth while the company also continues to scale its offices in San Francisco, CA, Belgrade, Serbia, and London, UK.

In this role, Linnell will be responsible for all post-sales activities and is tasked with all aspects of the customer experience. Leading a group that in many ways is the voice of the customer, His team will ensure customer wants are relayed to the Sysdig engineers and become realities. He is also focused on cultivating the talents of each team member and ensuring they have access to the latest industry tools.

“Great companies are continuously improving as customer needs change,” he said. “I am excited to join Sysdig and to work with the team as we ensure the Sysdig experience evolves with the needs of the customer and our growth. I look forward to empowering my teams to deliver white-glove service to our customers no matter the time of day.”

He will look to build a global team with the industry’s brightest technical support and customer service professionals that matches the distribution of Sysdig’s customers.

He most recently spent five and a half years as VP of global customer support at Nimble Storage and Hewlett Packard Enterprise (HPE). His tenure at Nimble Storage extended from October 2012 through its acquisition by HPE in May 2017. During his time at Nimble Storage, he was instrumental in driving a Net Promoter Score (NPS), the measure of customer experience with a brand, of 85, a leading factor that drove the company’s rapid growth. Prior to Nimble Storage, he served as senior director of worldwide technical support at Omneon, starting with the company in 2005 and working through its acquisition by Harmonic in 2010. Before joining Omneon, he served as the director of technical support at BlueArc for a year and at Veritas Software for three years, which he describes as a ‘rocket ride,’ and a highlight of his career. He also spent time at the beginning of his career in technical support at Pyramid Technology.

Outside of the office, he likes working with his hands, including working on cars and houses, playing fastpitch softball with his son, and spending time with his high school sweetheart, two kids, and his three grandchildren.