Manager, Technical Support Engineering

Bullhorn

13d

About The Position

As a Technical Support Engineering Manager, you will be responsible for a team that serves as the highest point of escalation for our clients in resolving the most complex technical and application-related inquiries. You will function as the leader of a crossroads group between various internal teams (engineering, development, support, professional services, sales engineering), ensuring that issues are solved efficiently and to the satisfaction of our customers. A typical day might include... Ensuring accurate ticket prioritization and queue maintenance; keep your team working the highest impact issues, and working them as efficiently as possible Managing multiple escalations and re-prioritizing work as necessary to keep proper attention on most impactful issues Acting as an escalation owner: engaging with clients directly; organizing and driving resources internally; and guiding team through escalations with a client-focused lens Coaching and training your team on problem-solving, technical skills, and root cause analysis Proactively managing issues and driving continuous improvement in your team Helping your team get “unstuck” quickly to drive timely resolution; encourage cross-functional collaboration, client-facing calls, and out-of-the-box solutions to drive down time to resolution Analyze inefficient trends in tickets and escalations over time; work with leadership to suggest improvements, automation opportunities, etc. Aligning with cross-functional team leaders and stakeholders to identify the best possible holistic solutions for issues, be that engineering, systems changes, data changes, etc.

Requirements

3+ years of experience Coaching, growing, performance managing and leading teams
You empathize with clients and understand how they use Bullhorn to further their business.
You love collaborating with your team, clients, and cross-functional partners.
You aren’t afraid to take risks and learn from mistakes.
You have excellent attention to detail, listening, and research skills.
You convey confidence; you communicate clearly and effectively.
You love to fix problems and find ways to build efficiency in our processes.
You are highly technical and enjoy expanding your technical expertise and skills.
An ability to understand highly complex technical issues and communicate them to a non-technical audience

Responsibilities

Ensuring accurate ticket prioritization and queue maintenance; keep your team working the highest impact issues, and working them as efficiently as possible
Managing multiple escalations and re-prioritizing work as necessary to keep proper attention on most impactful issues
Acting as an escalation owner: engaging with clients directly; organizing and driving resources internally; and guiding team through escalations with a client-focused lens
Coaching and training your team on problem-solving, technical skills, and root cause analysis
Proactively managing issues and driving continuous improvement in your team
Helping your team get “unstuck” quickly to drive timely resolution; encourage cross-functional collaboration, client-facing calls, and out-of-the-box solutions to drive down time to resolution
Analyze inefficient trends in tickets and escalations over time; work with leadership to suggest improvements, automation opportunities, etc.
Aligning with cross-functional team leaders and stakeholders to identify the best possible holistic solutions for issues, be that engineering, systems changes, data changes, etc.

Benefits

Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
Unlimited Planned Paid Time Off
Global Mental Health Support
On-Demand Learning & Development
Quarterly paid volunteer days
Lucrative Employee Referral Program (eligible for prior to your first day)
Company-wide mentor program

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