Senior Manager, Support

Responsibilities and Duties:

• Team Leadership & Development:
• Lead and develop a team of Tier 1 and Tier 2 analysts and engineers.
• Cultivate a culture of continuous improvement, fostering individual growth and career advancement for team members.
• Technical Issue Resolution & Support:
• Run SQL queries to investigate database anomalies, and write Python scripts to automate repetitive tasks.
• Conduct deep-dive technical investigations
• Personally resolve complex Tier 2 issues
• Collaborate closely with the Customer Success and R&D teams to quickly and completely troubleshoot and resolve technical issues to deliver results for platform users and our customers. 
• Externally, act as the leader of the Support function for necessary customer or sales executive discussions.
• Operational Excellence:
• Effectively communicate and coordinate with cross-functional stakeholders during investigations and escalations.
• Manage work queues and drive projects to efficient resolution across the team.
• Develop and implement operational process improvements within and cross-functionally to enhance responsiveness and turnaround times for customer issues and investigations.
• Effective internal and external operational report outs
• Process Improvement & Automation:
• Improve processes by developing tools and automations to enhance turnaround times, streamline handoffs, and monitor quality.

Qualifications:

• 10+ years of experience working in technical support with direct customer interaction
• 5+ years of experience leading support teams and operations
• Experience managing a service management system through Jira, Hubspot, or similar platform
• Current Python/SQL experience
• Excellent written and verbal communication skills
• Familiarity with Jira, Git, and/or Google Cloud Platform a bonus!

Additional Competencies:

• Experienced Leader: You lead by example and take initiative in guiding your team to success and supporting the well-being and careers of your team members.
• Tenacious Problem Solver: You take pride in thinking critically and coordinating your team to get to the root cause of tricky technical issues and investigations.
• Proactive Communicator: You're comfortable smelling smoke and escalating issues to cross-functional leadership teams, provide proactive updates on your highest priority work, and can coordinate retrospectives amongst different teams.
• You thrive in ambiguity: You're not afraid of researching stuff you don't know about. This assures you punch above your weight class — ability may be far greater than experience.
• Independent: You’re comfortable working with minimal direction to achieve goals. You're a proactive self-starter and take ownership and demonstrate leadership over your issues and projects to drive them to resolution.
• Organized: You can manage a broad scope of work expertly. You'll have a number of plates in the air, and you can ensure that none of those plates will drop.

Physical Demands and Work Environment:

• This job is based on-site in Austin, TX, with the opportunity to work remotely on Friday.
• This is largely a sedentary role; standard office equipment is used, such as laptops, monitors and headsets, if needed.   
• Limited travel may be required.