Manager, Technical Support

What your impact will be…

We’re currently seeking a versatile manager with a proven history of success in technical support management and team development. This role manages a distributed team in North America, and will have program management responsibilities in driving key company initiatives in transforming the customer experience, while reporting directly to the Director of Support Services.  

• Manage a program to define and deliver a globalized model of advanced support capabilities with both direct and dotted-line resources providing a 24x7 solution
• Drive customer escalations in communication across senior leadership and key stakeholders
• Develop and deliver process improvements pertaining to Technical Support operations

Customer Engagement

• Direct communication with customer leadership on highly technical issues; these issues may be comprised of escalations, tactical account engagement, or customer requirements for new opportunities.
• Formulate operational plans based on customer needs, service model and business goals.
• Cross-functional collaboration with other key corporate functions, such as Customer Success, Professional Services, or Sales to ensure that the Voice of the Customer is heard clearly and collaboratively within EDB teams.

Direct Report Management

• Continual leadership of direct reports, developing and enabling career progression for all team members through regular coaching and feedback.
• Continual operational management of all direct reports, ensuring direction is provided on daily issues, business measures are performing according to the expected outcomes through developed processes and styles.

Product Development and Management Collaboration

• Communicate with customers to identify, prioritize and address issues and enhancements needed
• Work with internal stakeholders in CX, Product Development and Product Management to represent the Voice of the Customer as recognized and enabled via Global Support Services.

Strategic Organizational Collaboration

• Ownership and collaboration on Key Results associated with the corporate and organizational objectives identified by leadership.  This requires both individual accountability on dynamic projects impacting the overall organization, as well as collaboration with global management peers to ensure proper execution results from these efforts. 

What you will bring…

• 5+ years of experience in customer-facing technical support management or equivalent experience
• Bachelor's degree in Computer Science or equivalent knowledge 
• Previous experience in delivery of complex technology to enterprise customers
• 5+ years of experience in collaboration with product management, product development and consulting strategies
• 5+ years of experience managing technical support teams
• 5+ years of experience in data analytics and warehousing; ideally but not required through both common platforms such as Tableau, as well as analytics as they pertain to CRM environments such as Salesforce or Jira.

What will give you an edge…

• Strong practical knowledge of current technology and trends including, but not limited to:
  • PostgreSQL or other database experience
  • Kubernetes
  • Orchestration platforms (IE, Puppet, Chef, Ansible)
  • Public Cloud providers (IE: AWS, Azure, GCP)
  • Virtualization (IE: VMware, Red Hat)
• Strong practical knowledge of current solution design patterns and common standards as it pertains to high availability, replication, backup and recovery, and monitoring in modern environments.