Manager, Technical Support (Req ID 4360572005)
As the Manager, Technical Product Support, you will report to the Director of Support and continuously collaborate with key stakeholders across the business to solve the most critical technical problems.You Will Coach team members on best practices for daily job related activities and monitor regular progress of the team and how they have been performing. Hire, train and develop key talent in the team, in the business and technical domain as well as their craft and be accountable for the growth and career progression of direct reports. Work on process improvements on how to handle and prepare for product releases, like Alpha, Beta or slow rollout to cut down on response times, and constantly looking for ways to streamline better processes for efficient support. Work with Director to establish guidelines, processes, procedures, and policies for the team and provide guidelines on how to create new internal and external documentation to support processes and share knowledge within TPS team and our support partners Be committed, often extending beyond regular working hours. Being on-call and available to tackle urgent issues as they arise especially during off-hours and weekend Conduct DSUs to establish new tasks and updates Provide and manage an escalation layer within the tier to review tickets that need escalation Create and distribute reports and digests providing insights on how the team has been performing Work with cross functional leaders to resolve process and procedural issues around escalation, and incident handling Required Experience & Technical Skills 7
years experience in Technical Customer Support, ideally in a SaaS environment 5
years experience with support ticket management systems such as JIRA, Zendesk, Salesforce, etc 3
years management experience Preferred 1
years experience in scripting for task automation using programming languages like Python, JavaScript, or Bash 1
years experience supporting applications using microservices and event-driven architectures using public clouds (preferably AWS, but GCP and Azure are also acceptable) 1
years experience with database management and operations on platforms like Snowflake 1
years experience with observability, monitoring, and alerting tools like Grafana, Prometheus, New Relic, Datadog, or Splunk Strong written and verbal communication and experience working with content in multiple mediums. Thorough understanding of the software development and customer life cycle Proactive, with the ability to work independently, and collaboratively as needs arise. Excellent attention to detail, ability to prioritize, and work on multiple projects simultaneously, in a fast paced environment. A positive attitude fostering collaboration. Preferred 1
years experience in utilizing 3rd party or internal APIs with tools like Postman or Swagger 1
years experience with messaging tools like Slack, Microsoft Teams, or Google Chat Web page and Android/iOS Apps debugging experience using tools such as Chrome DevTools or XCode Experience handling more complex, escalated support cases from the customer support team Experience with on-call and incident management tools like PagerDuty or VictorOps Experience with analyzing data to uncover patterns or identify issues Our Core Values Be Humble:
You're smart yet always interested in learning from others. Work Transparently:
You always deal in an honest, direct and transparent way. Take Ownership:
You embrace responsibility and find joy in having the answers. Learn More:
Through blog posts, newsletters, podcasts, video tutorials and meetups you regularly self-educate and improve your skill set. Show Gratitude:
You show appreciation and return kindness to those you work with. Perks Competitive salary. Competitive annual bonus targets. 401k with dollar for dollar match, up to 6% of eligible earnings (base, bonus). Plus additional company contribution. RSU grants (Long Term Incentives) for approved roles. Comprehensive medical, dental, vision and life insurance. 17 paid holidays per year, including 3 floating holidays. Annual Paid Time Off (PTO), with separate sick days 12 weeks paid Parental Leave Caregiver Leave Adoption and Surrogacy Assistance Plan Flexible workplace accommodations. We celebrate our wins with opportunities to attend Lakers, Knicks, Anaheim Ducks, Anaheim Angels and NY Rangers games. Opportunities to attend concerts, festivals and other live entertainment events in recognition of delivering great work. Tuition reimbursement. Attend a tech or marketing conference of your choice each year. A MacBook Pro and accompanying hardware to do great work. A modern productivity toolset to get work done:
Slack, Miro, Loom, Lucid, Google Docs, Atlassian and more. Generous discounts on SkinMedica skin care products. Discounted aesthetic treatment days multiple times a year. $600 worth of Alle benefits each year to use towards aesthetic treatments and products. Eligible for donation matching to over 1.5 million nonprofit organizations. Attend AWS Re:
Invent in person (Las Vegas) or virtually each year (for certain roles) #J-18808-Ljbffr Recommended Skills Api Attention To Detail Automation Bash (Scripting Language) Coaching And Mentoring Communication Apply to this job. Think you're the perfect candidate? Apply on company site $('.external-apply-email-saved').on('click', function (event) window.ExternalApply = window.open('/interstitial?jobdid=j3n8f96qz14mq34qjwy', 'ExternalApply-j3n8f96qz14mq34qjwy'); ); $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
years experience in Technical Customer Support, ideally in a SaaS environment 5
years experience with support ticket management systems such as JIRA, Zendesk, Salesforce, etc 3
years management experience Preferred 1
years experience in scripting for task automation using programming languages like Python, JavaScript, or Bash 1
years experience supporting applications using microservices and event-driven architectures using public clouds (preferably AWS, but GCP and Azure are also acceptable) 1
years experience with database management and operations on platforms like Snowflake 1
years experience with observability, monitoring, and alerting tools like Grafana, Prometheus, New Relic, Datadog, or Splunk Strong written and verbal communication and experience working with content in multiple mediums. Thorough understanding of the software development and customer life cycle Proactive, with the ability to work independently, and collaboratively as needs arise. Excellent attention to detail, ability to prioritize, and work on multiple projects simultaneously, in a fast paced environment. A positive attitude fostering collaboration. Preferred 1
years experience in utilizing 3rd party or internal APIs with tools like Postman or Swagger 1
years experience with messaging tools like Slack, Microsoft Teams, or Google Chat Web page and Android/iOS Apps debugging experience using tools such as Chrome DevTools or XCode Experience handling more complex, escalated support cases from the customer support team Experience with on-call and incident management tools like PagerDuty or VictorOps Experience with analyzing data to uncover patterns or identify issues Our Core Values Be Humble:
You're smart yet always interested in learning from others. Work Transparently:
You always deal in an honest, direct and transparent way. Take Ownership:
You embrace responsibility and find joy in having the answers. Learn More:
Through blog posts, newsletters, podcasts, video tutorials and meetups you regularly self-educate and improve your skill set. Show Gratitude:
You show appreciation and return kindness to those you work with. Perks Competitive salary. Competitive annual bonus targets. 401k with dollar for dollar match, up to 6% of eligible earnings (base, bonus). Plus additional company contribution. RSU grants (Long Term Incentives) for approved roles. Comprehensive medical, dental, vision and life insurance. 17 paid holidays per year, including 3 floating holidays. Annual Paid Time Off (PTO), with separate sick days 12 weeks paid Parental Leave Caregiver Leave Adoption and Surrogacy Assistance Plan Flexible workplace accommodations. We celebrate our wins with opportunities to attend Lakers, Knicks, Anaheim Ducks, Anaheim Angels and NY Rangers games. Opportunities to attend concerts, festivals and other live entertainment events in recognition of delivering great work. Tuition reimbursement. Attend a tech or marketing conference of your choice each year. A MacBook Pro and accompanying hardware to do great work. A modern productivity toolset to get work done:
Slack, Miro, Loom, Lucid, Google Docs, Atlassian and more. Generous discounts on SkinMedica skin care products. Discounted aesthetic treatment days multiple times a year. $600 worth of Alle benefits each year to use towards aesthetic treatments and products. Eligible for donation matching to over 1.5 million nonprofit organizations. Attend AWS Re:
Invent in person (Las Vegas) or virtually each year (for certain roles) #J-18808-Ljbffr Recommended Skills Api Attention To Detail Automation Bash (Scripting Language) Coaching And Mentoring Communication Apply to this job. Think you're the perfect candidate? Apply on company site $('.external-apply-email-saved').on('click', function (event) window.ExternalApply = window.open('/interstitial?jobdid=j3n8f96qz14mq34qjwy', 'ExternalApply-j3n8f96qz14mq34qjwy'); ); $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
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