Manager, Technical Support

Summary

Join our team as a Manager of Technical Support and lead a small team of Support Engineers, coordinating responses to customer inquiries while also diagnosing and resolving problems.

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 is required
• Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment
• Familiarity with Support processes is required

Responsibilities

• Lead a small team of Support Engineers who 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
• Investigate logs, perform root cause analysis, consult with Level 3 engineers, and report findings/solutions back to customers
• Represent the Support team in customer onboarding and review meetings

Benefits

• Competitive salary
• Comprehensive health insurance
• 401(k) retirement plan
• Remote work
• Flexible PTO Options