Technical Client Support Manager

Summary

Join BigID, a leading data security and privacy tech startup, as a Manager in Client Support. Lead a Technical Backline Support team, resolving complex customer issues related to BigID product implementation and usage. You will mentor your team, collaborate with cross-functional teams, and provide hands-on support. The ideal candidate possesses extensive customer-facing technical support experience, team leadership skills, and a deep understanding of enterprise software. BigID offers a people-centric culture, flexible work arrangements, and equity participation. This role requires strong technical skills, excellent communication, and the ability to manage multiple priorities.

Requirements

• Extensive customer-facing experience, with at least 7 years in a Support or Professional Services role – preferably engaged in hands-on troubleshooting activities related to enterprise software product implementations within enterprise corporate environments
• At least 2 years of demonstrable direct management experience or equivalent leadership role
• An undergraduate degree in Computer Science, Information Technology/Systems, or other related technical disciplines. (Extensive professional experience and track-record of prior success may be considered in lieu of a formal degree)
• Some proficiency with configuration and management of Linux-based Operating Systems, including basic shell competency, experience with package management systems, file archiving/compression tools, remote access and file transfer protocols, file sharing technology, and authentication frameworks
• Strong experience with one or more RDBMS, such Oracle, Microsoft SQL Server, PostgreSQL, Db2, MySQL/MariaDB, etc
• Familiarity with cloud environments, such as AWS and Azure
• Experience with enterprise applications, including Salesforce.com, Box, Office 365, Google Apps for Business, SharePoint, SAP, or others
• Strong troubleshooting skills and a methodical approach to issue resolution
• Proven track record of managing multiple conflicting priorities with varying degrees of complexity
• Excellent communication, presentation and organization skills
• English fluency (written and spoken)

Responsibilities

• Lead a Technical Backline Support team within the Client Support organization
• Work closely with customers to resolve the most challenging and complex issues arising during production implementations, POC projects, upgrades, and the ongoing use of the BigID product
• Collaborate with your Technical Support engineers to review case handling and enhance technical expertise
• Identify and develop team strengths and areas for growth
• Mentor and help team members grow professionally, focusing on technical skills, conflict resolution, customer advocacy, and other key interpersonal skills
• Provide ongoing communication with your team and peers, prioritizing cases, customers, and escalations
• Effectively delegate, trusting the right people to perform critical tasks when needed
• Raise challenges to upper management and brainstorm solutions to drive improvements
• Work closely with the Client Support management team, Engineering, Customer Success, Professional Services and Sales Engineering teams
• Communicate relevant details succinctly to stakeholders at all levels, from technical practitioners to executives
• Share knowledge, prioritize defect resolutions and enhancement requests, and provide product feedback from enterprise customers (including Fortune 100 firms)
• Develop and implement solutions to challenging customer needs, ensuring high levels of customer satisfaction
• Act as a hands-on player/coach, ready to work alongside the team and support them on complex technical issues when necessary
• Jump in as needed to manage high-pressure escalations or challenging customer situations with professionalism and expertise
• Partner with the Head of Client Support to build and maintain a skilled support team capable of interacting with diverse client stakeholders
• Ensure the team has the knowledge and experience necessary for success in a fast-paced, customer-facing environment

Benefits

• Equity participation - everyone shares in our success
• Flexible work arrangements
• Other compulsory benefits based on country of residence