Remote Technical Support Manager

Summary

Join SafelyYou as a Technical Support Manager and lead a team providing top-tier support for solutions tailored to individuals with Alzheimer’s and Dementia. In this remote role, you'll oversee installations, troubleshoot and resolve cases while mentoring your team for excellence.

Requirements

• Remote installation of our on-premise hardware which includes: Ensure systems are configured to the quality checks for customer go-live
• Adhere to the necessary documentation
• Provide professional interaction with the customer in both written and verbal communication
• LAN and WLAN network architecture, advanced knowledge of DHCP, VLAN, static routing, and IP addressing
• Hands-on experience with WiFi site surveys and RF analysis processes and reports to ensure optimal coverage, reliability, and capacity
• Hands-on experience integrating with customer’s network security and compliance technology across different platforms and vendors
• Advanced Linux System management, including NVIDIA GPU, network interface configuration, and troubleshooting
• Working knowledge of SSM, Docker, and Grafana, ability to assess a system's health and diagnose issues using reporting and common CLI
• Knows how to communicate to both technical and non-technical audiences with a high degree of professionalism
• Apply system management and hardware installation skills to troubleshoot, diagnose, and resolve issues in a timely manner
• Leverage Linux skills and attention to detail to ensure a perfect network deployment process every time
• Maintain service uptime SLA and interfacing with customers
• Identify metrics to increase quality of services to maintain SLAs
• Interact with customers and vendors with community onboarding and ongoing customer support
• Drive discipline in documenting evolving processes that require adaptability and nimbleness
• Perform on-call rotation support
• Collaborate with other teams to drive new processes that scale customer support that elevates the customer experience and service stability

Responsibilities

• Installation and service enablement: Own the installation and configuration of our on-premises equipment within our customer’s facilities and environments
• Own the configuration and activation of our on-premises equipment
• Own the configuration of our “out of band” access infrastructure
• Help with the installation of our sensors
• Guarantee that all installations are fully tested end-to-end and ready for production
• Support Manage our Tier 1 support team - 3rd party offshore team. This team is our first responder to any automated alerts where on-premise equipment is unstable
• Manage and support the on-call rotation for critical issues when Tier 1 is unable to recover critical services for our customers
• Be an active owner in our team of customer issues responding, troubleshooting, and providing a resolution of on-premise equipment
• Use our SLAs as guidelines to improve our support processes and response
• Give the customer the best experience throughout the process in both written and verbal communications
• Participate in creating SOPs, knowledge-base articles, and cross-training other team members to support the entire service experience

Benefits

• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, Vision and Life Insurance
• 401K Program
• Company laptop
• Monthly Education, Well-being & WFH stipends
• Non-accrual PTO