Technical Support Manager (Tier-2)- NY Based

Carbyne (Previously Reporty)-posted about 1 month ago

$150,000 - $175,000/Yr

Full-time • Manager

Hybrid • New York, NY

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Carbyne is looking for a bright, passionate, and talented Technical Support Manager to support our customers and worldwide teams in the use of Carbyne's platform and to ensure ongoing success with our rapidly growing company. The Technical Support Manager (Tier-2) is a critical component of Carbyne's Technical Support team, providing advanced support and leadership within our Tier-2 technical support team. This role involves directly engaging with complex customer issues, overseeing Tier-2 support operations, and collaborating with cross-functional teams (especially R D and Product) to drive strategies and improvements to the overall technical flow, constantly increasing our customer satisfaction levels and experiences.

Manage the Tier-2 technical support team, ensuring high-quality support for complex and escalated customer issues.
Develop and implement advanced troubleshooting procedures to address and resolve high-level technical problems within Carbyne's platform, ensuring adherence to strict SLAs.
Work closely with Engineering, QA, and Product teams to prioritize bug fixes and feature requests based on customer impact and feedback.
Foster a culture of continuous improvement by leading the evaluation and optimization of support processes and tools for scalability and efficiency.
Drive the development and maintenance of a comprehensive knowledge base and documentation for customers and internal stakeholders.
Mentor and train Tier-2 support engineers, enhancing their technical skills and product knowledge.
Collaborate with Customer Success and Sales teams to ensure a seamless customer experience and contribute to customer retention and satisfaction strategies.
Participate in cross-functional teams to translate customer feedback into actionable insights for product development.

Minimum of 5 years in Technical Support/Network Engineering roles, with at least 2 years in a leadership or management capacity within a SaaS or global tech company.
Strong proficiency in Jira, Zendesk, monday.com, and similar platforms, with a focus on escalated support scenarios.
Advanced knowledge of monitoring and network troubleshooting tools (e.g., Datadog, Rollbar, CloudWatch, OpsGenie or similar).
Expertise in network protocols (SNMP, Syslog), IP technologies, cloud platforms (especially in AWS), and database management (SQL).
Demonstrated leadership skills with the ability to manage, mentor, and develop a team of technical support engineers.
Excellent problem-solving skills, with a track record of managing complex technical issues and driving resolutions.
Strong communication skills, capable of translating technical details into clear, customer-friendly language.
A proactive and innovative approach to process improvement, with a commitment to enhancing customer support experiences.
Flexibility to work outside standard hours when necessary and willingness to travel up to 15%.

Experience in advanced cloud services.
In-depth knowledge with VoIP, SQL databases, and scripting languages.
Background in user testing/QA flows
Demonstrating Customer Success Strategies.

Comprehensive healthcare (medical, dental, vision).
401(k) matching—because your future matters!
Unlimited vacation days (yep, really!).
Parental leave—family first!
Health & wellness perks to keep you feeling great.
☎️$100 monthly allowance for your phone and internet because streaming cat videos and answering emails both count as “work,” right?
💻 Remote-friendly perk: One-time $400 home office stipend to help you create your perfect workspace.
Plus, you'll join a team that believes in inclusion, equality, and having fun while making a difference.

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Technical Support Manager (Tier-2)- NY Based

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