Manager Technical Support

Summary

Join Granicus's Technical Support team as a manager, leading a team dedicated to providing exceptional customer support for our government technology products. You will oversee team performance, manage support cases, collaborate with other teams on product improvements, and ensure customer success. This role requires 5+ years of relevant management experience in a support field, strong technical skills, and exceptional interpersonal abilities. The position involves hiring, training, and coaching support representatives, acting as an escalation point for critical issues, and contributing to 24/7 on-call support. Granicus offers a remote-first work environment and a commitment to diversity and inclusion.

Requirements

• 5+ years of increasing responsibility and management/oversight in a relevant support field, such as public sector organization or software company
• Extraordinary appetite for customer service, analytics and advancement driven by data
• Pursuit of Support and User Community best practices
• Excellent technical and support experience and a passion for process and systems improvement
• Exceptional interpersonal skills for internal and external relationship-building
• Ability to thrive in a lean, self-propelling, proactive environment
• Commitment to diversity of thought and consideration of different ideas
• BA/BS degree or equivalent

Responsibilities

• Serve as the manager of the Technical Support Team, completing all required managerial activities, supporting the team and ensuring adequate staffing resources are in place to meet objectives and removing blockers that prevent the team from working effectively
• Ensure the technical support function in the company is operating within designated performance expectations
• Assist the team to undertake support work and resolve support cases
• Work with Product and Engineering teams to prioritize bug fixes and hot fix releases
• Hire, train and coach new support representatives
• Act as an escalation point for critical accounts or client situations
• Own the customer experience as you provide quality product and technical solutions to help customers realize their goals utilizing our products and services
• Empower and manage the wider support team to do so
• Develop, demonstrate and maintain technical skills to help troubleshoot issues, create test scenarios and investigate software issues based on customer product use
• Contribute to 24/7/365 on-call support
• Maintain and develop expert product knowledge for various Granicus products
• Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency
• First point of contact for Implementation Support - escalated tickets, quick questions, etc
• Work closely with Product Management and Digital Services Reliability Engineering teams to fully understand products, their use cases, roadmaps and deployment plans
• Seamlessly manage customer request tickets to meet Service Level Agreements (SLAs) and key metrics
• Assist the team to create and maintain content about the product, including new features, in a clear and concise way and engaging with customers about these features early on in their development
• Foster and encourage engagement within the customer community through: Customer Network Forums Webinars User group events
• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies

Benefits

• Remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand
• Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more