Technical Support Manager

This is a fully remote position, open to applicants in Washington.

📋 Description

• Develop and oversee a team of Technical Support Engineers, delivering top-tier, enterprise-level customer support to both customers and internal teams.

• Manage personnel responsibilities, which include recruitment, career progression, and performance assessment.

• Analyze patterns and trends in support tickets to address issues comprehensively.

• Handle the daily influx of tasks and manage the backlog effectively.

• Work closely with customers on escalations, managing their expectations and facilitating both internal and external communications, while serving as a resource and guide for TSEs to ensure prompt and effective resolutions.

• Conduct root cause analysis.

• Advocate for and manage necessary product changes.

• Monitor KPIs, focusing on quality, processes, and procedures.

• Lead the TSE team in mentoring and coaching other members of the Support team.

• Collaborate with engineering and product management to proactively and reactively address critical situations and incidents.

• Champion customer concerns within the organization to enhance the overall customer experience.

⛳️ Requirements

• A minimum of 3-5 years of experience in managing IT or Support organizations.

• Bachelor’s degree in Engineering, Computer Science, or a related discipline.

• Proven understanding of enterprise software implementations and SaaS technologies.

• Experience in utilizing and implementing AI best practices.

• Experience in managing upward to ensure executive teams are informed.

• Expert skills in managing escalated accounts and effectively driving incident, problem, and escalation management towards successful outcomes.

• A demonstrated history of mentoring other Support leaders.

• Ability to attract, retain, and nurture a high-performing team of skilled Support Engineers.

• Strong written and verbal communication skills, alongside the ability to persuade, inspire, and motivate others.

• Capability to collaborate with diverse stakeholders at various levels to implement change through effective leadership that drives results.

• Capacity to swiftly adapt to evolving priorities and devise innovative solutions in a highly dynamic environment.

• A passion for fostering diverse teams and creating an inclusive workplace.

🏝️ Benefits

• Flexible time off.

• 401k plan to assist in future savings.

• Comprehensive medical, dental, and vision coverage for full-time employees and their dependents.

• A parental leave program that offers options for a paid night nurse and a gradual return to work.

• Benefits for infertility and assisted reproductive services.

• Employee referral bonuses to encourage the recruitment of exceptional new team members.

• Snacks and beverages available in the office, along with enjoyable events for celebration.

• Diversity and inclusion initiatives that support employee resource groups such as Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military.