Senior Manager, Technical Support

6 days ago

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Instacart

WebsiteLinkedInAll Job Openings

Grocery Delivery • online grocery

1001 - 5000 employees

Founded 2012

🛍️ eCommerce

🚗 Transport

🛒 Retail

💰 $232M Venture Round on 2021-11

Description

•Lead enterprise-level technical support and operations for retail partners. •Provide strategic direction around measurement and retail analytics. •Champion the use of advanced AI techniques for digital engagement. •Manage day-to-day operations of Technical Support processes. •Design and implement robust training initiatives for teams. •Build and maintain strong relationships with internal stakeholders. •Champion operational excellence in change management. •Represent teams in strategic meetings and handle customer escalations. •Leverage Lean and Six Sigma methodologies to enhance effectiveness. •Engage in collaboration with various departments to support new feature rollouts. •Develop processes for smooth communication between partners and internal teams.

Requirements

•Bachelor's degree in a technical field or 5+ years of equivalent experience in technical support operations and management. •7+ years in management roles, preferably within B2B/Enterprise support. •Strong analytical skills with in-depth knowledge of at least one programming language (Ruby preferred; Python also beneficial). •Experience with SQL, particularly on Postgres, MySQL, or Snowflake, applicable across all technical operations. •Solid understanding of web application architecture, specifically for Whitelabel solutions. •API experience, particularly in Fulfillment as a Service environments. •Experienced in establishing best practices and using tools like Jira Service Desk for efficient technical support. •Strong problem-solving skills with a focus on improving support processes. •Excellent written and verbal communication skills, especially when dealing with diverse stakeholders. •Experience in technical training and documentation, with a preference for candidates with B2B grocery retail industry knowledge.

Benefits

•Highly market-competitive compensation and benefits. •Eligible for new hire equity grant as well as annual refresh grants. •Flex First remote work policy. •Operational excellence in issue, incident, configuration, and change management.