Manager of Technical Support
Outreach
Your Daily Adventures Will Include:
- Develop and lead a team of Technical Support Engineers, providing enterprise-level, world-class customer support, servicing customers and internal teams
- 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
Basic Qualifications:
- 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 managing up to ensure executive teams are aware
- Know when to escalate and ask for help
- Expert competencies in managing escalated accounts, and driving incident, problem, and escalation management to successful resolutions.
- Proven track record of mentoring other Support leaders
- Excel in logical problem solving and communication skills, particularly when confronted with time-sensitive issues that require difficult decisions
- Demonstrated ability to translate complex customer needs into actionable/attainable plans
- Ability to attract, retain and develop a high-performing team of highly technical Support Engineers
- Strong written and verbal communication and presentations skills, as well as the ability to persuade, inspire, and motivate others.
- Ability to work with different stakeholders at varying levels to drive change by working collaboratively and providing leadership that drives results
- Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
- Ability to synthesize data and analytics to formulate sound program objectives and goals
- Passion for building diverse teams and providing an inclusive environment
- You embody our core values. We are Trusted Advisors, We Win as One Team, We Take Ownership