Dexterity, Inc. is hiring a
Senior Software Support Manager

Summary

The Senior Software Support Manager at Dexterity will lead a team to ensure customer support for new products deployed through the product lifecycle, interact with customers and internal teams, and manage day-to-day activities such as diagnosing and resolving customer problems, identifying the need for software improvements, and achieving performance goals. The role requires 5+ years of software support experience, 2+ years leading software support teams, good working knowledge of Linux and Git, and experience deploying and rolling back software products.

Requirements

• 5+ years of software support experience
• 2+ years leading software support teams
• Good working knowledge of Linux and Git
• Experience deploying and rolling back software products
• Strong background in use of monitoring and diagnostics tooling (Grafana, Elasticsearch or SumoLogic, New Relic/DataDog/Dynatrace)
• Experience supporting enterprise HW+SW products

Responsibilities

• Ensure customer support from the deployment of new products in a customer facility through the lifecycle of the product in customer production
• Lead a team of software engineers who are assigned to tasks within software deployment and 24/7 product support
• Provide clear communication and escalation points depending on the severity of the issue happening in the field
• Identify the need for new software products or enhancements to existing products
• Engage appropriate internal resources to resolve technical issues and update customers on progress toward resolution
• Ensure that each support issue and resolution is adequately documented
• Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement
• Assist in the QA process of new iterations of the software
• Determine which issues require software support and redirect those that do not to the appropriate resolution team
• Achieve performance goals of products in the field including but not limited to product availability, meantime between failure, meantime to recover, and product uptime
• Lead triage meetings to ensure product concerns have been prioritized correctly, communicated effectively and accountability for resolution

Preferred Qualifications

Kubernetes experience is not required but a plus

Benefits

• Travel 50% or more to customer locations as projects demand
• May be required to work a varying schedule to support customer requests as needed including nights, weekends, and holidays