Technical Support Manager

6 days ago

Apply Now

Receive Emails with Similar Jobs

DC SCORES

WebsiteLinkedInAll Job Openings

After-school programs • Soccer education • Poetry/creative expression education • Service-learning education • Youth Development

11 - 50 employees

🤝 Non-profit

📚 Education

🌍 Social Impact

Description

• As Ditto’s Technical Support Manager, you will lead our support team and optimize practices. • Directly manage daily operations of the global Support team. • Deliver customer service policies, standards, and procedures. • Maintain round the clock coverage to achieve excellence in SLA attainment. • Work with HR partners to recruit and retain the best Support Engineer talent. • Collaborate internally with Sales, Product Management, and Engineering. • Drive continual improvement in our customer support platform and processes. • Track and report on customer behavior, satisfaction levels, and team performance.

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.

Benefits

• Competitive salaries • Stock options • Medical, dental, vision, life, and disability coverage • Flexible spending account (FSA) • Flexible vacation policy • 401(k) plan