Technical Support Manager
| Company | Ditto |
|---|---|
| Location | Atlanta, GA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Bachelor’s degree in Computer Science, Maths or related fields.
- 5 or more years managing a Support team in an infrastructure software company
- Experience managing Technical Support Engineers in multiple geographies
- Strong understanding of SaaS platforms and Cloud Infrastructure such as AWS, GCP and Azure.
- Excellent leadership and management skills.
- Familiarity with CRM and customer support software such as Zendesk.
- Exceptional communication, interpersonal, and decision-making skills.
- Ability to analyze data and create strategies based on findings.
Responsibilities
- Directly manage daily operations of the global Support team, ensuring optimal performance and customer satisfaction.
- Deliver customer service policies, standards, and procedures to foster exceptional service experience.
- Maintain round the clock coverage schedule to achieve excellence in SLA attainment.
- Working with HR partners to recruit and retain the best Support Engineer talent
- Internal collaboration with Sales, Product Management, and Engineering to expedite issue resolution and capturing customer feedback.
- Drive continual improvement in our customer support platform,and processes.
- Tracking and reporting on customer behaviour, satisfaction levels and team performance.
Preferred Qualifications
- Experience supporting edge computing, distributed systems or networking technology.
- Confidence in scripting languages such as bash or python
- Expert in executive communication and escalation management
- Specific experience with mobile development languages such as Kotlin, Swift, React and Flutter
- Multiple years experience as a support manager in a high growth startup
- Use of AI technologies in Support environment to optimise workflows and customer experience