Technical Support Manager

Da Vinci is at the forefront of the Warehouse Management System (WMS) industry, offering innovative cloud-based solutions that empower midmarket companies to navigate today’s complex supply chain challenges. Da Vinci Unified (DVU), the company’s premier cloud-based product, was included as a Notable Vendor in the 2023 & 2024 Gartner© Midmarket Context: Magic QuadrantTM for Warehouse Management Systems. Da Vinci also offers fully integrated Labor Management (LMS), Yard Management (YMS), Transportation Management (TMS), and 3PL Billing modules. As a rapidly growing SaaS company, Da Vinci is set on reshaping the WMS landscape and becoming the midmarket leader in the industry. In a market expected to expand by over 300% in the next five years, we are poised for exponential growth and are seeking a Director, Engineering & Product Development to join our ambitious team.
At Da Vinci, we want smart, motivated people that are looking to make an impact at our rapidly growing start-up-like company. We're not just keeping pace with industry needs; we're setting the pace.
Responsibilities:

• Manage Technical Support Team: lead and mentor a team of L1 and L2 technical support representatives, providing guidance, coaching and performance feedback
• Act as an escalation point for complex issues, providing hands-on support to customers when necessary
• Ensure timely and efficient resolution of customer inquiries, issues, and incidents, maintaining a high Net Promoter Score (NPS)
• Have ownership over key support metrics, monitoring and ensuring SLA compliance on metrics including response times, resolution times, and customer satisfaction scores
• Collaborate with cross-functional teams, including Product, Engineering and Professional Services to relay customer feedback, bugs, contribute to product improvement initiatives and drive those tickets to a resolution
• Become an Subject Matter Expert (SME) on the Da Vinci Unified WMS, and gain a deep understanding of our customer work flows
• Develop and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides and best practices, to empower the support team and customers.
• Build, train and cultivate a high performing team that provides strong Support that ensuring team performance aligns with company goals
• Continuously evaluate and enhance support processes to increase efficiency, effectiveness and customer satisfaction

Qualifications:

• 5-10 years of experience in technical support within a SaaS / B2B environment
• Proven experience managing and leading a technical support team
• Strong technical background and ability to troubleshoot complex issues
• Passion for delivering a great support experiences and a drive to ensure customer issues are solved; even when the resolution requires assistance outside of your Support Team
• Solid understanding of support metrics and experience in driving team performance towards set goals
• Bachelor’s degree in relevant field (computer science, information technology) is preferred
• Strong problem solving and analytical skills
• Experience in Zendesk

Why Da Vinci?

• Da Vinci offers a fully remote environment – work where it’s convenient for you and the company has regular in-person company gatherings to build team relationships
• Be part of a cutting-edge company in a rapidly expanding market.
• Contribute to a culture of excellence, innovation, and customer success.
• Unlimited “Go PTO” days to provide an opportunity to recharge and spend time on your other passions
• Competitive medical, dental, and vision insurance to support the health & well-being of you and your family
• 401k plan with 4% company match to invest in your future
• 7 Paid Company Holidays + Paid Sick Days
• Experience the energy of a dynamic startup environment backed by the strength of a 25 year track record in the industry

Join Us: If you are driven by the prospect of playing a pivotal role in a company at the cutting edge of the WMS industry, and if you thrive in fast-paced environments where innovation and customer success are paramount, we invite you to apply. Da Vinci offers not just a job, but a career opportunity where your work will directly impact our growth and success in the global market.
Our values

• Customer Success – Our customer’s success is our success. We go above and beyond to make sure we provide exceptional solutions and support that “delights” our customers
• Pursuit of Excellence – We are dedicated to providing first class products and services and invest the time to achieve this objective. This includes a drive for continued learning to master one’s area of expertise and expand skill sets
• Empowering Others to Succeed – We are a team-oriented environment that thrives on collaboration, sharing knowledge, and empowering & supporting others to succeed in their roles. As a rapidly growing company with many new employees, this is a cornerstone of our culture
• All About Results – Our team understands that positive outcomes and achieving goals are paramount to our success. We give employees the flexibility to achieve their results along with holding each other accountable to build a positive environment of high performance
• Forward Thinking – Planning and looking ahead is part of our DNA. This includes thinking about how decisions today set us up for success for the short-term and long-term, as well as taking incremental steps to achieve the company’s long-term vision to be an industry leader