Technical Support Manager

AtScale-posted 12 months ago
Full-time • Mid Level
Boston, MA
101-250 employees
Administrative and Support Services
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We are looking for an experienced Technical Support Manager to lead our support team and ensure our customers have the best possible experience with the AtScale platform. This role offers the opportunity to work with cutting-edge data technologies while supporting leading enterprises across industries. As a Technical Support Manager at AtScale, you'll lead a team of skilled support engineers, ensuring that customers receive timely, high-quality assistance for all technical inquiries related to AtScale products. This role requires a blend of technical expertise, strong customer service skills, and team leadership abilities. You will play a pivotal role in enhancing the overall support experience, implementing best practices, and maintaining high customer satisfaction.

  • Manage and mentor a team of technical support engineers, fostering growth and development while promoting a collaborative team environment.
  • Oversee day-to-day support operations, ensuring efficient response times, quality solutions, and exceptional customer satisfaction.
  • Continuously enhance support processes, workflows, and policies to improve efficiency, responsiveness, and knowledge-sharing within the team.
  • Serve as the primary escalation point for high-priority or complex technical issues, working closely with product and engineering teams to resolve them promptly.
  • Track and analyze support metrics (e.g., response times, resolution rates, customer satisfaction scores) to identify areas for improvement and provide regular updates to leadership.
  • Lead the creation and maintenance of technical support documentation, Knowledge Base Articles, and other resources to improve self-service options for customers.
  • Collaborate closely with product, engineering, and customer success teams to relay feedback, prioritize bug fixes, and enhance the customer experience.
  • Act as a customer advocate within AtScale, ensuring that the support team communicates customer insights to drive product improvements and enhancements.
  • Develop training programs and materials for the support team to ensure they are knowledgeable on new product releases, support tools, and best practices.
  • 5+ years in a technical support role, with at least 2 years in a managerial or team lead capacity, ideally within the software or cloud industry.
  • Strong understanding of cloud-based platforms, SQL, data warehousing, business intelligence, and analytics tools.
  • Proven ability to lead and motivate a technical support team, with a track record of enhancing team performance and achieving high customer satisfaction.
  • Excellent problem-solving skills, with the ability to handle complex technical issues and collaborate with engineering for resolution.
  • Strong written and verbal communication skills, with an ability to simplify technical issues for customers and stakeholders.
  • Passionate about customer experience, with a proactive approach to understanding and addressing customer needs.
  • Experience with support and ticketing systems (e.g., Zendesk, Salesforce), knowledge base management, and analytics tools.
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Relevant certifications (e.g., AWS, Azure, Google Cloud Platform, ITIL) are a plus.
  • Familiarity with data virtualization, data engineering, Business Intelligence Tools (Power BI, Tableau, Excel) or big data technologies is a strong plus.
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