Technical Support Engineering Manager
About The Position
Verkada is seeking a Manager for our Technical Support Engineering team. We are looking for a technical leader who will help grow our global team dedicated to supporting our customers 24/7 across the full Verkada platform. This individual must have deep technical roots, the ability to bring out the best of the organization to solve complex customer challenges, a proven track record of building and developing teams, experience managing people, and the ability to advocate internally for customer and support team needs. You will partner closely with Engineering and Product teams to translate front-line signals into product improvements and scalable processes. We are committed to a thriving in-office culture. This role requires that you be on-site at our office in San Mateo, CA 5 days a week.
Requirements
- 2+ years of people leadership experience, ideally in a technical support or customer-facing engineering function
- 5+ years of professional experience in a technical role
- Bachelor's or Master's degree in a technical discipline
- Ability to communicate complex technical matters clearly, both orally and in writing
- Excellent customer service skills
- Ability to multitask and prioritize in a fast-paced environment
- Demonstrated problem-solving skills and attention to detail
Responsibilities
- Provide training, coaching, and feedback to ensure Technical Support Engineers master the Verkada portfolio and resolve customer issues
- Build the team: Hire, mentor, and grow a strong bench of networking, systems, and security experts who deliver high-touch customer service
- Track and define metrics: Measure team performance to ensure we deliver on our high expectations of technical support. Build and refine processes to monitor and drive continuous improvement
- Customer management: Be the authoritative voice of Verkada Support when speaking with customers
- Cross-functionally partner with Engineering and Product to solve issues and share structured customer insights and feedback
Benefits
- Comprehensive wellness perks, benefits, and resources
- Nationwide medical, vision, and dental coverage
- Health Saving Account (HSA) with annual employer contributions
- Flexible Spending Account (FSA) with tax saving options
- Expanded mental health support
- Paid parental leave policy & fertility benefits
- Paid holidays
- Firmwide extended holidays
- Flexible PTO
- Personal sick time
- Professional development stipend
- Wellness/fitness benefits
- Healthy lunches provided daily
- Commuter benefits
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What This Job Offers
Job Type
Full-time
Career Level
Manager
