Senior Manager, Support Engineering

About the role

Manages and provides strategic recommendations across team(s) on resolving incoming service requests and oversees the operation of customer service delivery, serving as the point of escalation for complex customer inquiries. Evaluates the Incident Management process to address systematic gaps in incident resolution and proactively identifies recurring and potential issues, implementing long-term solutions. Leads cross-functional collaboration with technical leadership teams to resolve complex issues and ensure timely, comprehensive solutions.

Responsibilities

• Technical Support and Solution Delivery – Customer Support and Advocacy:
  • Manages and provides strategic recommendations for resolving incoming service requests and customer service delivery.
  • Serves as the point of escalation for unresolved or complex customer inquiries.
  • Evaluates the Incident Management process to identify and address systematic gaps, enhancing efficiency.
  • Leads and mentors team members in training for new product releases or enhanced functionalities to drive adoption and satisfaction.
  • Engages with customers through user group meetings or outreach programs to gather feedback and foster relationships.
• Technical Problem-Solving and Resolution:
  • Oversees the resolution of escalated service issues and customer complaints, taking ownership of complex situations.
  • Proactively identifies recurring and potential issues, collaborating on long-term solutions.
  • Addresses critical customer escalation requests and develops comprehensive action plans for resolution.
  • Leads cross-functional collaboration with technical leadership to resolve complex technical issues.
• Technical Support Documentation:
  • Leads team efforts in producing accurate and consistent documentation.
  • Drives continuous improvement and expansion of the Knowledge Base to enhance customer support and user experience.
• Technical Support Collaboration:
  • Oversees the escalation and identification of product or infrastructure issues to Quality Assurance and Development teams.
  • Leads cross-functional efforts on product enhancement initiatives, providing strategic insights on customer pain points.
• Technical Support Improvement:
  • Ensures established processes are consistently followed and leads initiatives to develop process improvements.
  • Collaborates with cross-functional teams on business problems or improvement opportunities.
  • Plans and leads support service improvement projects and proactive initiatives to drive customer satisfaction.
• Strategic Planning:
  • Assists next-level manager with strategic departmental goals aligned with broader organizational objectives.
  • Leads projects and initiatives to enhance products, processes, and customer experience.
  • Performs resource planning to optimize allocation and identify areas for improvement.
• Performance Monitoring and Management:
  • Proactively monitors and reviews key metrics to ensure team members meet goals for customer support and service resolution.
  • Defines operational and procedural changes for continuous improvement.
  • Leads collaboration to optimize and automate analytics for customer feedback and KPIs.
• Additional Responsibilities:
  • Manages translation services for technical and non-technical inquiries, coordinates testing on translation tools, and improves translation processes.
  • Manages multiple medium- to large-scale projects, ensuring timelines, deliverables, and budgets are met.
  • Drives cross-functional partnerships and coaches team members on strategic relationships.
  • Provides direction on addressing complex operational or technical issues and analyzing data for solutions.
  • Models continuous learning and empowers teams to pursue skill development and knowledge sharing.
  • Drives performance through feedback, coaching, and aligning individual goals with organizational objectives.

Qualifications

Certain U.S.-based or U.S. customer/client-facing roles may require compliance with immunization, occupational health mandates, or drug testing.

Pay

Hiring range in USD: $98,700 – $209,500 per year. May be eligible for bonus and equity.

Benefits

• Medical, dental, and vision insurance, including expert medical opinion.
• Short-term and long-term disability insurance.
• Life insurance and AD&D.
• Supplemental life insurance (Employee/Spouse/Child).
• Health care and dependent care Flexible Spending Accounts.
• Pre-tax commuter and parking benefits.
• 401(k) Savings and Investment Plan with company match.
• Paid time off:
  • Flexible Vacation for salaried employees (13 days annually for the first three years, 18 days thereafter; prorated for part-time).
  • 11 paid holidays.
  • 72 hours of paid sick leave upon hire, refreshing annually with a maximum cap of 112 hours.
• Paid parental leave.
• Adoption assistance.
• Employee Stock Purchase Plan.
• Financial planning and group legal services.
• Voluntary benefits including auto, homeowner, and pet insurance.