Manager, Technical Support Engineer

  • San Francisco, CA, USA
  • Full-time
  • Department: Customer Success

Company Description

Optimizely is the world's leader in customer experience optimization, allowing businesses to dramatically drive up the value of their digital products, commerce and campaigns through its best in class experimentation software platform. By replacing digital guesswork with evidence-based results, Optimizely enables product and marketing professionals to accelerate innovation, lower the risk of new features, and drive up the return on investment from digital by up to 10X. Over 26 of the Fortune 100 companies choose Optimizely to power their global digital experiences. Optimizely’s impressive customer list includes eBay, FOX, IBM, The New York Times and many more global enterprises.

Job Description

Our global Support Team provides world-class technical support to our customers. The Technical Support Engineers (TSEs) work closely with clients to resolve their most challenging problems, including debugging complex optimization campaigns, adapting experiments to run on different media types and helping customers interpret their results. Additionally, the support team enables customers to integrate Optimizely with other analytics platforms so they can truly make data-driven decisions. As an essential solution for our customers, Optimizely Support is available 7x24 to assure the success of our clients and minimize the impact of any critical issues.

Experience Optimization across web, mobile or server-side is still a new field, and we’ll expect the TSE manager to challenge the TSE team to continuously improve our customer's experience while becoming more effective as a global organization. If constant change does not excite you, then the TSE manager role is probably not the right position for you.

What you’ll do:

 

  • Manage daily support operations and drive operational excellence

  • Make sure that Priority Support customers get outstanding service

  • Ensure team metrics and goals as well as SLAs and contractual obligations are being met

  • Promote career development amongst members of the team

  • Identify learning gaps on the team and organize training to close those gaps

  • Advocate for the team and recognize their accomplishments and involvement in key initiatives

  • Proactively plan and manage team/individual workloads to make sure the team always has the appropriate bandwidth to support our customers

  • Manages individual and team performance and identifies areas of improvement

  • Drive innovation and efficiency that allows team to scale and perform at a higher level

  • Achieve personal growth and contribute to project work and team objectives and results

  • Lead our EMEA support team collaboratively with the other Support leaders and operate as a single global organization

  • Collaborate with and represent Support as part of the broader EMEA leadership team

  • Work cross-functionally on shared initiatives and goals as well as advocate for the needs of the Support team

Qualifications

  • Leadership and Management

    • Acts as cheerleader and brings visibility and recognition to team efforts. Keeps team members motivated, fearless, committed and involved

    • Manages performance of team members and provides feedback to support the team on how to best manage time and projects to maintain ticket volumes and focus on projects

    • Accountable for team's shortcomings. Helps team members to identify strengths and development needs

    • Interpersonal skills recognized as elevating team morale. Able to listen to others and have empathy for their concerns. Able to inspire team to accomplish support team goals

    • Gathers feedback and questions the status quo of Team processes to generate ideas and stimulate progress. Designs for scale and thinks big picture

    • Has earned the respect and trust of the team, leads by example and is seen as a leader

    • Sets high expectations and holds others accountable to the responsibilities of their role

    • Selfless and humble, defers credit unto others

    • Personally seeks out and incorporates feedback to make relevant changes to improve

    • Analytical thinker who values Data to validate their ideas

 

  • Experience

    • Typical work experience required is 3-5 years experience in a technical, customer-facing role with experience leading and/or coaching small teams

    • Basic understanding of HTML, CSS, JavaScript, jQuery and relevant web/app technologies, SQL is a plus!

    • Strong understanding of support related systems and tools (e.g. Zendesk, Salesforce)

    • Experience working directly with customers and tackling challenging escalations

    • Deep empathy for solving customer issues and passion for providing an amazing customer experience

Additional Information

  • Catered in-office lunch on weekdays

  • Unlimited vacation policy

  • Wellness Grant

  • Fully paid health insurance for you and dependents

  • 17 weeks full paid parental leave for new parents

  • Pre IPO stock options

  • Team outings

  • Community volunteering

  • Commuter stipend

  • Top-of-the-line MacBook Pro or MacBook Air and 27" monitor

  • Working with a great team, in an amazing office and having a huge impact!

 

At Optimizely, we embody inclusion and embrace diversity.  Optimizely is an equal opportunity employer and makes employment decisions on the basis of merit.  Optimizely prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration.

All your information will be kept confidential according to EEO guidelines.

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