Manager Product Support - BugSnag

Manager - Product Support 

• Build, lead, develop and coach teams of top technical talent
• Drive strategy and vision in collaboration with product and engineering teams
• Work with team members to help customers using TCP/IP protocol stack and API knowledge

Team intro

Support services at SmartBear include self-help content (user guides, videos, tutorials, FAQ’s) and live agent support (via phone, email, screen share and chat). SmartBear offers business hours support as well as 24x7 support to its customers around the world. We have support centers around the globe to provide follow the sun support.

This role is a new Management position to facilitate the Global expansion of Support for the SmartBear Insight Hub + Observability Product set (primarily Bugsnag).

Go to our product page if you want to know more about Observability at SmartBear.

You can even have a free trial to check it out 😊

About the role

As a Manager- Product Support you will be reporting to the Director of Customer Care and be responsible for delivering technical support services to our customers. We are looking for an experienced people manager and technical support person to help us continue our growth and maintain our high level of customer satisfaction. You will lead a team of technical support engineers and drive productivity and customer satisfaction through coaching and development.

• Develop goals and OKRs for the team, hold team and one-on-one meetings, conduct coaching and development
• Assist Care Engineers on complex cases and escalations
• Manage team and individual Care Engineers performance
• Recruit, train, manage, and retain Tech Support Engineers
• Lead the company-wide standardization of tools, technologies and processes to better and more consistently serve the customer
• Own the technical documentation and guide the team members on creation and maintenance of the knowledge base, participate in creation of training materials

We are looking for you if you have: 

• Experience managing technical product support teams – 3+ years preferred
• Strong leadership and technical troubleshooting abilities
• Experience using software development tools
• Experience working with and supporting Software Developers (all our users are developers)
• Excellent written and verbal communication (English)
• Functional salesforce.com application knowledge is a bonus – not essential
• Identifying and raising process improvement issues efficiently and appropriately
• Demonstrating strong work ethic and advanced organizational skills
• Experience overcoming the challenges of a multi-region global team while ensuring efficiency and a high-level of customer satisfaction

Why you should join the SmartBear crew:

• You can grow your career at every level.
• We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.
• We love celebrating our SmartBear; we even encourage our crew to take their birthdays off.
• We are guided by a People and Culture organization - an important distinction for us. We think about our team holistically – the whole person.
• We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes.

Did you know

• Our main goal at SmartBear is to make our technology-driven world a better place.
• SmartBear is committed to ethical corporate practices and social responsibility, promoting good in all the communities we serve.
• SmartBear is headquartered in Somerville, MA with offices across the world including Galway Ireland, Bath, UK, Wroclaw, Poland, Ahmedabad and Bangalore India.
• We’ve won major industry (product and company) awards including B2B Innovators Award, Content Marketing Association, IntellyX Digital Innovator and Built-in Best Places to Work.

SmartBear is an equal employment opportunity employer and encourages success based on our merits and abilities without regard to race, color, religion, gender, national origin, ancestry, mental or physical disability, marital status, military or veteran status, citizenship status, age, sexual orientation, gender identity or expression, genetic information, medical condition, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), or any other legally protected status.

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