Technical Support Manager

  • -, Seattle, WA, us
  • Full-time

Company Description

The Agiloft product suite won the PC Mag "Editors Choice" award and is the highest rated on B2B review sites such as Capterra and Trust Radius.

Job Description

 

As our Technical Support Manager you will excel as our hands-on leader of our technical support team. You will be responsible for ensuring we deliver exceptional technical support and customer satisfaction to our rapidly growing customer base. This includes leading daily support activities, developing new processes, establishing and using metrics and data, and setting long term support strategy.

  • Manage, lead, and develop our technical support team
  • Provide in-depth and detailed support to Agiloft customers to resolve technical issues
  • Manage the entire support ticket process through to resolution
  • Develop, document, and implement support processes and metrics for the team
  • Develop strategies, goals and tactics to improve efficiency
  • Effectively track, prioritize, and ensure that support tickets meet SLAs and are resolved to total customer satisfaction and on time
  • Work in close relationship with the Development, Customer Success, Product Management, and other teams within the company to ensure all appropriate resources are aligned with providing the highest level of support
  • Become a technical expert in Agiloft and offer mentoring to junior members of the support staff
  • Reproduce, document and raise issues to the Development team
  • Gather and analyze data to resolve application issues or answer customer questions
  • Influence future product development and help identify functionality that will increase customer satisfaction and reduce support requirements
  • Plan and develop appropriate resources for the support team
  • Ensure that after hours support is provided when needed

Qualifications

  • 3 or more years of experience working within a technical support team plus an additional 2 years of experience as a team lead or manager
  • Proven track record of delivering top rated customer support
  • Experience coaching, managing, and growing technical support teams to ensure the team has the support and technical skills now and for the future
  • Proven ability to manage challenging and complex customer interactions, demonstrating a logical approach to problem solving
  • Experience supporting complex SaaS based solutions
  • Superior analytical and problem solving skills
  • An understanding of standard technologies such as Linux, SQL Server, Windows administration, web technologies
  • Experience supporting enterprise customers in a high growth environment
  • Superior analytical and problem solving skills
  • Excellent written and oral communication skills, proven ability to communicate complex technical concepts
  • Ability to work closely with and motivate remote development teams
  • Team-oriented and collaborative by nature
  • Able to manage multiple tasks with competing priorities
  • BS Degree or equivalent education and experience

Additional Information

Benefits

  • Competitive salary 
  • Incentive bonuses and monthly commissions
  • Referral bonuses
  • Equity in a profitable and fast-growing cloud software company
  • 401K plan - company matching
  • Health /dental insurance
  • Generous vacation
  • Professional development and career growth opportunities

Agiloft is an Equal Employment Opportunity Employer.