Technical Support Engineer Manager

Summary

Join Mitratech's global team as a Support Manager, leading a team of Technical Support Engineers to deliver exceptional service for the Circa product. You will be responsible for hiring, training, and mentoring your team, setting goals, conducting performance reviews, and managing the team's budget. This role requires strong leadership, communication, and problem-solving skills, along with experience in ticket triage, workflow optimization, and KPI management. You will also work cross-functionally with other teams to resolve issues and improve the product. The position offers a competitive salary and benefits package, including health insurance, 401k, paid time off, and remote work options. Mitratech is committed to diversity and inclusion, offering a supportive and fun work environment.

Requirements

• Strong verbal and written communication skills, with the ability to explain technical problems and solutions to diverse audiences
• Exceptional problem-solving skills and attention to detail
• Familiarity with XML, HTML and JSON data formats
• Working knowledge in crafting SQL queries for data retrieval and analysis using Microsoft SQL Server or PostgreSQL
• Comfortability with reading, writing, or modifying C# scripts and JSON configurations
• Proactive, self-motivated and demonstrated ability to work independently with minimal guidance
• Excellent leadership and people management abilities
• Effective at building trust and alignment through clear communication and cross-team collaboration

Responsibilities

• Motivate staff through coaching sessions, mentoring and career development through a defined performance management process
• Creates a sense of ownership among the team members through appropriate skills mix, coaching, delegation and collaboration
• Lead Technical Support staff, with responsibility for hiring, evaluation, training, guidance and disciplinary procedures. This includes junior Technical Support Representatives up through the most senior levels of Tech Support that handle the most complex support inquiries
• Holds regular 1:1s with the team
• Sets Goals for the team and conducts yearly review and provides essential feedback to the team
• Monthly or quarterly metric reviews with entire staff, providing consultation and solutions to poor performing staff members
• Manages budget of the team
• Enhanced ability to address/resolve customer-related issues and escalations through logic, leadership, planning, execution, and prioritization
• Experience with Ticket Triage, routing, workflow, measurements and optimizations of Time to Resolution; On-time, First-time Resolution; Ticket Queue management and analytics that drive improvements; Ticket Backlog; Ticket and Support Reporting KPI’s
• Assists with new hire training on support processes and policies
• Write clean, maintainable, and easily understood JSON configurations and C# scripts within a designated user interface framework
• Meets directly with clients and leading communication and status meetings, becomes trusted advisor that our customers will turn to when they need escalated care
• Manage customer feedback and support requests through multiple vectors including email, user forums, ticketing system and conference calls
• Manage critical system notifications and queues to ensure proper execution of our product
• Collaborate with Product and Engineering teams by triaging and clearly documenting bugs and advanced user requests for timely resolutions
• Learn from best practices in industry and bring new ideas and innovations to life at Mitratech

Benefits

• Health, Dental & Vision Insurance
• 401k + Employer Match
• PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off
• STD, LTD & Group Life Insurance
• Paid Parental Leave
• Pet Insurance
• FSA & HSA Options
• Employee Assistance Program
• Remote Work
• Career Advancement & Professional Development Opportunities
• Employee Recognition