Manager, Technical Support

About the role:  

You will be responsible for providing excellent customer service, managing the technical support team, partner relationships, and working with an innovative SaaS product. This role requires a highly driven, self-starter, and motivated leader. In this role, you will focus on eliminating customer issues and driving a best-in-class support experience. You must maintain our targeted service levels with our clients and partners. 

As a working manager, this position requires the ability to troubleshoot unique customer issues, act consultative to arrive at a mutually beneficial solution for our customers and coordinate with internal departments to provide collaborative solutions that will leave the customer with a positive experience. ​ You will lead a support team providing 24x365 Tier 1 and 2 Technical Support to customers and partners on product and integration issues. You and your team are the first line of defense and triaging issues to expedite the restoration of services is crucial to your success. Candidates will have experience supporting large, complex enterprise SaaS clients, have a support background, and have excellent problem-solving skills.  

This position will also include working on-call when required.  

Key Responsibilities:  

• Builds a high-performance team; hires and retains the right talent in the right roles; sets goals, delegates work, holds reports accountable; develops and empowers direct reports to make decisions and act decisively 
• Oversees problem isolation, issue resolution, and escalation management according to pre-defined protocols 
• Create an inclusive work environment where every employee can effectively engage and wants to be part of the team. Provide ongoing feedback that helps your direct reports improve their performance. 
• Leverage resources to help employees develop skills and support their career interests. 
• Deliver Results Through Teamwork 
• Maintains communication with functional managers and executive management to ensure issues are resolved 
• Ensures ticket documentation is clear and accurate. Drives trouble tickets to resolution within the allotted mean time to repair 
• Leads and participates in internal meetings, such as operation reviews.  
• Provides support to technical staff, partners, and end users; identify, research, and resolve technical issues; track and monitor problems and escalations to ensure timely resolutions; monitor response times and efficiencies and resolve complex problems 
• Develops, documents, implements, and maintains processes and procedures for the day-to-day operations and the integration of new services 
• Makes recommendations for changes and improvements and communicate to senior management 
• Develops and maintain process and procedural report generation 
• Learn Clients’ business processes to manage expectations effectively to prevent escalations  

• Conduct thorough and detailed troubleshooting to provide quality support to clients  
• Proactively identify potential platform issues and collaborate with the appropriate team to deploy solutions  
• Troubleshoot network and data feed issues, including API, improperly uploaded files, SFTP misconfiguration, alarms, and any customer impacting network issues. 
• Conduct deep dive analysis before engaging other teams for resolution  
• Engage with clients and partners to provide status updates for solutions to restore service  

• Collaborate with other teams to exceed Service Level Agreements for restoration  
• Drive issues to restoration/resolution and provide clear Root Cause Analysis (RCA)  
• Collect, organize, analyses, and disseminate information, with attention to detail and accuracy  
• Use JIRA to intake, manage, and facilitate issue resolution  
• Maintains detailed statistics on the performance of the team and provide solutions to better their performance to the executive staff 

• Always follow the company Code of Ethics and Nice policies and procedures 
• Collaborate to improve organizational readiness by participating in key business planning initiatives and ensures the execution of decisions throughout the organization. 
• Communicates in an effective and professional way with customers internally and externally of Nice 
• Availability out of hours as required (nights/weekends) to address critical issues  
• Provide on-call support to customers  

This job description is not intended to be all-inclusive, and employee will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. 

Knowledge/Experience:  

Basic Qualifications:   

• Experience leading a technical support team in the SaaS field  
• Strong communication skills, and skills in building organizational partnerships - across a complex stakeholder network in cross-functional teams. 

• Experience in technical support in the SaaS field  
• A keen problem solver with a passion for learning  
• Ability to create effective relationships, listen, communicate, influence, be persistent, patient and collaborate cross-team at all organizational levels 
• Ability to personally interact with customers, customer success, executive management, and technical engineering resources, adjusting communications to the situation and successfully understanding and communicating product capabilities and priorities to each audience. 
• Passion for working in an agile work experience  

• Ability to successfully work in a team-oriented, highly collaborative environment  
• Ability to provide clear, succinct communication  
• Ability to manage customer crisis expectations within service level agreements  
• Excellent analytical and advanced troubleshooting skills with end-users/customers 

• Excellent customer service and communication skills, both verbal and written 
• Ability to multitask and work well in a fast-paced environment