Technical Support Manager

Summary

Join Da Vinci, a leading provider of cloud-based Warehouse Management Systems (WMS), as a Technical Support Manager. Lead and mentor a team of technical support representatives, ensuring timely resolution of customer issues and maintaining high customer satisfaction. You will act as an escalation point for complex problems, collaborate with cross-functional teams, and develop a comprehensive knowledge base. The ideal candidate possesses 5-10 years of experience in technical support within a SaaS/B2B environment, strong technical skills, and experience managing a team. Da Vinci offers a fully remote work environment, unlimited PTO, competitive benefits, and a dynamic startup culture.

Requirements

• 5-10 years of experience in technical support within a SaaS / B2B environment
• Proven experience managing and leading a technical support team
• Strong technical background and ability to troubleshoot complex issues
• Passion for delivering a great support experiences and a drive to ensure customer issues are solved; even when the resolution requires assistance outside of your Support Team
• Solid understanding of support metrics and experience in driving team performance towards set goals
• Experience in Zendesk

Responsibilities

• Manage Technical Support Team: lead and mentor a team of L1 and L2 technical support representatives, providing guidance, coaching and performance feedback
• Act as an escalation point for complex issues, providing hands-on support to customers when necessary
• Ensure timely and efficient resolution of customer inquiries, issues, and incidents, maintaining a high Net Promoter Score (NPS)
• Have ownership over key support metrics, monitoring and ensuring SLA compliance on metrics including response times, resolution times, and customer satisfaction scores
• Collaborate with cross-functional teams, including Product, Engineering and Professional Services to relay customer feedback, bugs, contribute to product improvement initiatives and drive those tickets to a resolution
• Become an Subject Matter Expert (SME) on the Da Vinci Unified WMS, and gain a deep understanding of our customer work flows
• Develop and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides and best practices, to empower the support team and customers
• Build, train and cultivate a high performing team that provides strong Support that ensuring team performance aligns with company goals
• Continuously evaluate and enhance support processes to increase efficiency, effectiveness and customer satisfaction

Preferred Qualifications

• Bachelor’s degree in relevant field (computer science, information technology)
• Strong problem solving and analytical skills

Benefits

• Fully remote environment – work where it’s convenient for you and the company has regular in-person company gatherings to build team relationships
• Unlimited “Go PTO” days to provide an opportunity to recharge and spend time on your other passions
• Competitive medical, dental, and vision insurance to support the health & well-being of you and your family
• 401k plan with 4% company match to invest in your future
• 7 Paid Company Holidays + Paid Sick Days