Manager, Technical Support

Summary

Join Stardog, a leading Enterprise Knowledge Graph platform, as the Manager of Technical Support! Lead a small team of Support Engineers, fielding technical questions and requests from customers and partners. Coordinate responses across departments to ensure timely resolutions and meet SLAs. This player/coach role requires hands-on problem-solving, root cause analysis, and collaboration with Level 3 engineers. You'll represent the Support team in customer onboarding and review meetings. We're a remote-first company, so strong communication skills are essential. This position offers a competitive salary and comprehensive benefits.

Requirements

• Excellent communication and interpersonal skills, with the ability to build a rapport and credibility with clients
• Two to three years of team lead or management experience in a Support, Engineering or similar technical role
• Strong problem-solving skills and the ability to think strategically to address clients' needs and challenges
• Demonstrable familiarity with cloud-based hosting services, such as AWS and Azure
• Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment
• Familiarity with Support processes

Responsibilities

• Lead a small team of Support Engineers
• Field technical support questions, problems, and requests from Stardog customers and partners
• Coordinate responses between all departments of the company to provide timely responses and meet SLAs
• Diagnose and resolve problems for customers
• Investigate logs
• Perform root cause analysis
• Consult with Level 3 engineers and reporting findings/solutions back to customers
• Coordinate the team
• Manage a small team
• Represent the Support team in customer onboarding and review meetings

Preferred Qualifications

Preferred skills in Java or Python

Benefits

• Competitive salary
• Comprehensive health insurance
• 401(k) retirement plan
• Remote work
• Some travel to customer sites possible
• Dynamic and collaborative work environment with opportunities for growth and advancement
• Flexible PTO Options