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4 days ago
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Related skills

people management technical support saas cross-functional collaboration escalation management

📋 Description

  • Build and lead a global team of Technical Support Engineers.
  • Manage escalations, mentor TSEs, and drive customer success.
  • Partner with Engineering and Product on bug IDs, releases, and rollouts.
  • Lead incident management, root-cause analysis, and problem-solving.
  • Oversee daily workload and backlog for support operations.
  • Manage on-call rotations and ensure timely issue resolution.

🎯 Requirements

  • 3-5+ years managing IT or Support teams
  • Proven experience leading Technical Support Engineers
  • People management: recruiting, career development, performance management
  • Manage escalations and on-call support for customers
  • Partner with Engineering and Product to manage incidents and releases
  • Strong written and verbal communication and presentations

🎁 Benefits

  • Flexible time off
  • 401k
  • Medical, dental, and vision coverage for employees and dependents
  • Parental leave with paid night nurse option
  • Infertility/ assisted reproductive services
  • Employee referral bonuses
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