Manager, Technical Support

• Develop and lead a team of Technical Support Engineers, providing enterprise-level, world-class customer support.
• People management responsibilities, including recruiting, career development, performance management.
• Identify patterns and trends in tickets to resolve issues holistically.
• Manage daily incoming workload and backlog.
• Work directly with customers on escalations, manage expectations, internal and external communication, and be a resource and guide for TSEs ensuring an optimal and timely resolution.
• Root cause analysis.
• Advocate/manage needed changes in product.
• Manage to KPIs, including quality, process and procedures.
• Lead the TSE team in mentoring and coaching the rest of the Support team.
• Partner with engineering and product management to manage critical situations and incidents proactively and reactively.
• Act as On-Call Support leader or escalation contact in a rotation during evening and weekend hours.
• Champion customer issues within the organization to build the best customer experience.

• Minimum 3-5 years experience in managing IT or Support organizations.
• BS degree in Engineering, Computer Science or related field.
• Demonstrated considerable understanding of enterprise software implementations and SaaS technologies.
• Experience using and implementing AI best practices.
• Experience managing up to ensure executive teams are aware.
• Expert competencies in managing escalated accounts, incident management, and driving problem and escalation management to successful resolutions.
• Proven track record of mentoring other Support leaders.
• Excel in logical problem solving and communication skills, particularly under pressure.
• Demonstrated ability to translate complex customer needs into actionable plans.
• Ability to attract, retain and develop a high-performing team of highly technical Support Engineers.
• Strong written and verbal communication and presentations skills.
• Ability to work with different stakeholders at varying levels to drive change by working collaboratively.
• Ability to quickly adapt to changing priorities and generate innovative solutions in a fast-paced environment.
• Ability to synthesize data and analytics to formulate sound program objectives.
• Passion for building diverse teams and providing an inclusive environment.
• You embody core values: Trusted Advisors, Win as One Team, Take Ownership.

Pay range: $90K - $160K

• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Parental leave program including options for a paid night nurse, and a gradual return to work
• Infertility/assisted reproductive services benefit
• Employee referral bonuses
• Snacks and beverages in the Office, along with fun events
• Diversity and inclusion programs