Technical Support Manager

Summary

Join Ditto's globally remote team as the Technical Support Manager, leading the support team and optimizing support practices for Fortune 500 customers worldwide. You will develop and implement support workflows, collaborate with internal and external stakeholders, and ensure optimal team performance and customer satisfaction. This role requires managing a global support team, maintaining round-the-clock coverage, and driving continuous improvement in support platforms and processes. You will also track and report on customer behavior and team performance. The ideal candidate possesses strong leadership, communication, and analytical skills, along with experience in managing technical support engineers across multiple geographies and familiarity with SaaS platforms and cloud infrastructure.

Requirements

• Bachelor's degree in Computer Science, Maths or related fields
• 5 or more years managing a Support team in an infrastructure software company
• Experience managing Technical Support Engineers in multiple geographies
• Strong understanding of SaaS platforms and Cloud Infrastructure such as AWS, GCP and Azure
• Excellent leadership and management skills
• Familiarity with CRM and customer support software such as Zendesk
• Exceptional communication, interpersonal, and decision-making skills
• Ability to analyze data and create strategies based on findings

Responsibilities

• Directly manage daily operations of the global Support team, ensuring optimal performance and customer satisfaction
• Deliver customer service policies, standards, and procedures to foster exceptional service experience
• Maintain round the clock coverage schedule to achieve excellence in SLA attainment
• Working with HR partners to recruit and retain the best Support Engineer talent
• Internal collaboration with Sales, Product Management, and Engineering to expedite issue resolution and capturing customer feedback
• Drive continual improvement in our customer support platform,and processes
• Tracking and reporting on customer behaviour, satisfaction levels and team performance

Preferred Qualifications

• Experience supporting edge computing, distributed systems or networking technology
• Confidence in scripting languages such as bash or python
• Expert in executive communication and escalation management
• Specific experience with mobile development languages such as Kotlin, Swift, React and Flutter
• Multiple years experience as a support manager in a high growth startup
• Use of AI technologies in Support environment to optimise workflows and customer experience

Benefits

• Competitive salaries
• Stock options
• Medical, dental, vision, life, and disability coverage
• Flexible spending account (FSA)
• Flexible vacation policy
• 401(k) plan