Technical Support Manager

Summary

Join Ditto's team as the Technical Support Manager, leading the global support team and optimizing support practices to deliver exceptional customer service to Fortune 500 clients worldwide. You will develop and implement support workflows, collaborate with internal and external stakeholders, and ensure round-the-clock coverage. Responsibilities include managing daily operations, delivering service policies and procedures, recruiting and retaining top talent, and driving continuous improvement in the customer support platform. You will also track and report on customer behavior, satisfaction, and team performance. This role requires strong leadership, management, and communication skills, along with experience in infrastructure software support and SaaS platforms. Ditto offers competitive salaries, stock options, comprehensive benefits, and a flexible vacation policy.

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