Technical Support Manager

Irth Solutions

13d • Hybrid

About The Position

Irth Solutions is a cutting-edge technology solutions provider specializing in cloud software development and DevOps services. We are seeking an experienced and dynamic Technical Support Manager to join our team. As a TSM, you will play a critical role in leading and delivering high-quality solutions to our clients while ensuring the highest standards of technical excellence and customer satisfaction.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field.
• 3+ years of proven experience in cloud software development, with a strong background in managing complex projects and teams.
• Solid understanding of cloud technologies, DevOps practices, and agile methodologies.
• Exceptional project management skills, with the ability to effectively plan, execute, and deliver projects within established timelines.
• Excellent communication and interpersonal skills, enabling effective collaboration with clients, internal teams, and stakeholders.
• Strong problem-solving abilities and a track record of successfully resolving technical challenges in a client-facing environment.
• Proficiency in RESTful APIs, PHP, HTML / JavaScript / CSS, relational databases (MySQL or similar), and familiarity with cloud service providers (AWS or similar).
• Leadership experience with a demonstrated ability to mentor, guide, and lead a team of developers to achieve project goals.
• Prior experience in managing client relationships and delivering on client expectations.
• Detail-oriented mindset with a commitment to maintaining code quality and following best practices.

Responsibilities

• Participate in defining project requirements by collaborating with internal teams and clients.
• Assist Business Analysts to create detailed Statements of Work (SOW) for new development efforts.
• Collaborate closely with Account Executives, Engagement Managers, and the broader DevOps organization to ensure successful delivery of the agreed Statements of Work, adhering to project timelines and client expectations.
• Plan and estimate sprint work based on the customer's current priorities, ensuring alignment with project goals and deadlines.
• Manage defect resolution processes for customers, addressing issues promptly and effectively to maintain project quality and client satisfaction.
• Develop a deep understanding of the customer's business processes, applications, and technical architecture to provide tailored and effective solutions.
• Construct architecture designs and data flows for system integrations between internal and customer systems.
• Maintain clear and consistent communication with clients, providing detailed project statuses, addressing technical challenges, and delivering comprehensive release notes.
• Engage with the customer's internal IT and engineering teams to discuss and investigate technical issues, fostering strong collaboration and efficient problem-solving.
• Lead the development of new features and solutions for clients, guiding the development team to deliver high-quality code that aligns with project requirements.
• Ensure the adherence to best coding practices within the team by conducting thorough code reviews and offering constructive feedback to maintain code quality and reliability.
• Manage a pool of retainer hours, whether internal or external, effectively allocating resources to meet project demands and client needs.
• Stay updated with industry trends, emerging technologies, and advancements in cloud software development to continuously enhance the team's technical skills and capabilities.

Benefits

• Competitive salary
• Health plans options including medical, dental, & vision
• 401k (US), RSP (Canada) + company match
• Flexible PTO policy plus company-paid holidays
• Benefits options such as health insurance, life insurance, discounts and perks programs
• Generous “work from home” stipend to get you started
• Team events including monthly lunches for everyone, volunteer outings, and quarterly gatherings
• Hybrid employees have access to snacks, beverages and coffee at our Columbus office

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees