Technical Field Operations Manager

Summary

Join SafelyYou, a rapidly scaling AI company focused on improving care for individuals with Alzheimer's and dementia, as their experienced Technical Support Manager. Lead a team providing top-tier support for our solutions, overseeing installations, troubleshooting, and resolving cases. You will mentor your team, manage a third-party support team, and strategize on optimizing service availability. Your expertise in system management and communication skills will be crucial in ensuring customer satisfaction. This role involves managing on-call rotations, analyzing case volume, creating SOPs, and collaborating with other teams to improve processes. Make a positive impact while working in a mission-driven, fully remote environment.

Requirements

• Minimum 3+ years of related work experience with deploying hardware within a customer’s network and remotely managing deployment
• 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
• Minimum 3+ years of related work experience with managing a technical team supporting high reliability systems
• Bachelor's degree in a technical discipline, such as Information Systems, Network Engineering, or equivalent experience
• 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
• 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
• Strong customer communication and service skills with the ability to work in a fast-paced startup environment

Responsibilities

• 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
• 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
• Analyze our case volume and monitoring tools to strategize on process improvements and additional tools to reduce volume and expedite troubleshooting
• 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
• 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
• 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
• Analyze and identify metrics to increase quality of services to maintain SLAs
• Interact with customers and vendors with community onboarding and ongoing customer support
• Manage a technical engineering team by enabling knowledge and driving service excellence
• Drive discipline in documenting evolving processes that require adaptability and nimbleness
• Develop and implement on-call rotation support
• Collaborate with other teams to drive new processes that scale customer support that elevates the customer experience and service stability

Preferred Qualifications

• 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

Benefits

• A mission-driven company culture
• Fully remote
• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, Vision, and Life Insurance
• Company Equity: An opportunity to share in the company’s success through ownership, allowing you to directly benefit from the growth and impact you help create
• 401(k) Program
• Company laptop
• Monthly Education, Well-being & WFH stipends
• Unlimited PTO
• Growth potential
• Company retreats
• Medical & Family/Parental Leave
• Bereavement Leave
• Jury Duty Leave
• Reproductive Loss Leave
• Professional development opportunities