Manager of Technical Support Engineering

3+ years of experience in leadership product/technology support teams
5+ years of previous experience in technical support, implementations engineering or other client-facing technical roles
Willingness to work from the Vancouver office 5 days a week
Good knowledge of RESTful technology, previous experience with APIs, and the ability to understand and troubleshoot issues with cloud solutions
Excellent reading, listening, and writing skills in English
A firm understanding of the technology stacks common to the Web ecosystem
High competency in communicating complex issues to both technical and non-technical audiences
Ability to professionally and diplomatically address customer concerns and provide concise feedback
Strong desire to deliver positive customer experiences by identifying their problems and guiding them through complex technical solutions
Experience supporting onboarding new members and creating new processes

Build and lead a high-performing, office-based, technical support engineering team
Establish a culture of technical excellence and continuous learning
Drive successful resolution of complex platform and configuration challenges
Create robust processes for investigating and resolving technical issues
Partner with Professional Services for smooth post-implementation transitions
Ensure platform stability and optimal performance for enterprise customers
Foster strong relationships with customer technical teams

Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
Understanding of WebRTC and other web technologies
Broad capabilities to troubleshoot server-side code (C#, Java, Node.js, Ruby, or PHP) and client-side code (JavaScript, Android, iOS)
Domain of Spanish