Remote Technical Support Manager

\*\* U.S. CANDIDATES ONLY **

About SafelyYou

SafelyYou is a mission-driven company that raised $60m in 2021 through series A and series B financing and is now rapidly scaling. Our company spun out of the UC Berkeley AI Research Lab and develops artificial intelligence to support care for those with Alzheimer’s disease, Dementia, and other cognitive impairments. Alzheimer’s disease is the single most expensive disease in the US, costing an estimated $600b per year in direct and indirect costs. It affects 1 in 3 people over 85, 1 in 9 people over 65, and accounts for 1 in 5 Medicare dollars. Our first product is focused on reducing the frequency and impact of falls, the leading cause of hospitalization for those living with dementia. We have peer-reviewed results showing up to 80% fewer falls with an average of 40% fewer falls and 80% fewer ER visits from falls. We’ve raised capital from top VC firms, including Founders Fund, Eclipse, Foundation Capital, and Data Collective, and the largest providers in the space are actively using, expanding, and evangelizing the service. We have also been awarded grants from the National Institutes of Health and the National Science Foundation, given the national importance of the issue. As the population continues to age, the global costs of Alzheimer’s and Dementia are expected to double over the next 10 years. With fewer and fewer young people available to provide the care needed, we must find a way for technology to bridge the gap.

Your Role at SafelyYou

This is a Remote role. We are a start-up seeking an experienced and execution-focused Technical Support Manager who is committed to making a positive impact on people living with Alzheimer’s and Dementia. In this role, you’ll lead a team providing top-tier support for our solutions tailored to these individuals. You’ll oversee installations, troubleshoot and resolve cases while mentoring your team for excellence. Your activities will span from new installations to troubleshooting, diagnosis, and responding to support cases. As the liaison with our customers, your communication skills and professionalism will be primordial. Your expertise in system management and unwavering commitment to quality will ensure customer delight as we work together to improve lives through technology.

In this role, you will:

• 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.

Required Skills:

• 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.

The Ideal Candidate

• Minimum 8+ years of related work experience with a focus on the customer experience and continuous improvement
• Minimum 6+ years of related work experience as a Linux System Administrator
• Bachelor’s degree in a technical discipline, such as Information Systems, Network Engineering, or equivalent experience
• Obsessed about quality.  Relentless about driving closure to and solving thematic issues that negatively impact the customer journey or business.
• Proficient with system administrator concepts and best practices using Linux commands and AWS SSM/SSH
• Proficient knowledge of configuring servers, switches, camera devices, routers, VLANs, NAT/PAT
• A curious mind that leans in via researching, troubleshooting and solving problems that may not be documented or is novel with low to no supervisory direction
• Strong customer communication and service skills with the ability to work in a fast-paced startup environment
• Nice to haves: In good standing Certified Cisco Network Professional (CCNP) certification, ability to automate and perform QA on workflows via scripts (Ansible, Python), previous project management experience

Why Join Us? You Can Make a Difference!

SafelyYou offers a competitive compensation package, including but not limited to:

• A mission-driven company culture
• Fully remote
• 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
• Growth Potential
• Company Retreats
• Medical & Family/Parental Leave

At SafelyYou, we believe that a diverse, equitable, and inclusive workplace makes us a more relevant, competitive, and resilient company. We are committed to creating a diverse and inclusive workforce that celebrates diversity. We do not discriminate based on race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.

We value all the perspectives our team members bring to the table, and that is why we don’t look for culture fit, but culture add. We want to hear from YOU! We encourage you to apply even if you do not fit 100% of the technical requirements.