Manager, Technical Support
About The Position
Outreach is seeking an exceptional Support Manager with demonstrable experience in building teams, career pathing, leading through change in high-growth companies, and a passion for the customer. This role reports to the Director of Global Support and will collaborate with Customers, Customer Success Managers, Client Engagement Managers, Sales, Product Management, and Engineering to provide feedback and influence leadership on enhancing customer experience. The Manager is accountable for building and leading a team of Technical Support Engineers who serve customers, manage escalations, mentor the support organization, and lead bug identification and release rollouts in partnership with engineering. This position is integral to Outreach's long-term customer relationships and success, requiring passion and energy for an entrepreneurial and fast-paced environment. The role requires working PST hours regardless of location.
Requirements
- Minimum 3-5 years experience in managing IT or Support organizations
- BS degree in Engineering, Computer Science or related field
- Demonstrated considerable understanding of enterprise software implementations and SaaS technologies
- Experience using and implementing AI best practices
- Experience managing up to ensure executive teams are aware
- Expert competencies in managing escalated accounts, and driving incident, problem, and escalation management to successful resolutions.
- Proven track record of mentoring other Support leaders
- Excel in logical problem solving and communication skills, particularly when confronted with time-sensitive issues that require difficult decisions
- Demonstrated ability to translate complex customer needs into actionable/attainable plans
- Ability to attract, retain and develop a high-performing team of highly technical Support Engineers
- Strong written and verbal communication and presentations skills, as well as the ability to persuade, inspire, and motivate others.
- Ability to work with different stakeholders at varying levels to drive change by working collaboratively and providing leadership that drives results
- Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
- Ability to synthesize data and analytics to formulate sound program objectives and goals
- Passion for building diverse teams and providing an inclusive environment
- Embody core values: Trusted Advisors, Win as One Team, Take Ownership
Responsibilities
- Develop and lead a team of Technical Support Engineers, providing enterprise-level, world-class customer support, servicing customers and internal teams
- People management responsibilities, including recruiting, career development, performance management
- Identify patterns and trends in tickets to resolve issues holistically
- Manage daily incoming workload and backlog
- Work directly with customers on escalations, manage expectations, internal and external communication and be a resource and guide for TSEs ensuring an optimal and timely resolution.
- Root cause analysis
- Advocate/manage needed changes in product
- Manage to KPIs, including quality, process and procedures
- Lead the TSE team in mentoring and coaching the rest of the Support team
- Partner with engineering and product management to manage critical situations and incidents proactively and reactively
- Act as On-Call Support leader or escalation contact in a rotation during evening and weekend hours
- Champion customer issues within the organization to build the best customer experience
Benefits
- Flexible time off
- 401k to help you save for the future
- Generous medical, dental, and vision coverage for full-time employees and their dependents
- A parental leave program that includes options for a paid night nurse, and a gradual return to work
- Infertility/ assisted reproductive services benefit
- Employee referral bonuses to encourage the addition of great new people to the team
- Snacks and beverages in the Office, along with fun events to celebrate
- Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military
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What This Job Offers
Job Type
Full-time
Career Level
Manager
