Manager of Technical Support Operations

Rekor Systems Inc • Columbia, MD

4d

About The Position

Rekor Systems, Inc. is seeking an ambitious and technically-savvy Manager, Technical Support to join their growing organization. This role will lead the team in resolving product technical inquiries in real time, develop the team’s product technical skills and proficiencies, and identify enhancements to our systems and processes that will help us deliver an exceptional customer service experience. The ideal manager will lead a technical team to provide outstanding product experiences for our customers. Develop, inspire and coach a diverse technical team, while enhancing customer relations and leadership skills. Responsible to lead and train on industry best practices to deliver an excellent product for customer success. You will tap into your strong communication skills while working directly with our clients and partners to provide technical assistance and customer support.

Requirements

• Bachelor’s Degree in Information Technology, Information Systems, Engineering, Computer Science or other relevant field
• 4-8 years of experience in a Manager Technical Support role
• Demonstrated ability to lead, develop, inspire, and coach a diverse high performing team
• Knowledge of various computer systems and software applications
• Ability to understand the various products and services offered, and utilize the information to efficiently resolve user-related issues.
• Attention to detail and strong technical problem-solving skills in support of our customers
• Basic knowledge of networking
• Knowledge of video streaming protocols and codecs (RSTP, HTTP, MJPEG, H264, etc)
• Experience configuring network routers (port forwarding, etc)
• Knowledge of common camera settings (shutter, ISO, resolution, etc)
• Basic understanding of web server-client interactions including data-serialization via JSON
• Comfortable working through Linux Terminal and Windows Command Prompt
• Comfortable installing programs in Linux and Windows

Nice To Haves

• Strong interpersonal skills and ability to interact with varying personalities and defuse sensitive situations under pressure
• Strong organizational and time-management skills, including the ability to handle multiple concurrent tasks with varying priorities
• Proficient knowledge of the Microsoft Office Suite and use of Salesforce for Support Ticket queueing
• Ability to diagnose and resolve advanced technical issues
• Excellent communication skills

Responsibilities

• Lead the strategy for the Technical Support team to ensure best-in-class in support for customer success and resolve issues in a timely manner
• Manage the day-to-day operations of the technical support and field service team in support of customer success for technical operations
• Provide advanced technical assistance and support for incoming queries and issues related to our software and hardware products; team responds to telephone calls, email requests, and problems reported via our systems
• Schedule and coordinate field service, implementation, and RMA activities according to established SLAs
• Lead, develop, inspire and motivate a diverse, inclusive, technical high performing collaborative team through learning and development to enable a growth-mindset for all team members.
• Manage customer ticket escalations and troubleshoot matters, providing technical guidance to ensure timely resolution
• Assist the team in solving open field service and customer technical issues, assign priorities and set appropriate customer expectations to resolve product or service support
• Monitor team performance and achievements using KPIs and provide updates to leadership
• Analyze and report on trending customer support issues thereby identify learning and development opportunities for training, process or product improvement.
• Help the team gather relevant information to diagnose an issue while communicating with other internal teams to resolve issues
• Liaison between technical support and the other internal stakeholders (product management, product engineering and sales teams)
• Create and maintain team work schedules
• Maintain internal and customer facing policies and best practices
• Other duties, as assigned

Benefits

• Equal opportunity employer M/F/D/V
• Policy of not discriminating or allowing harassment based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by law in all employment practices.
• Commitment to the principles of equal employment opportunity and affirmative action.
• Support for the successful implementation of the Company's Affirmative Action Programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager