Zenput · 13 hours ago
Support Manager
Atlanta, Boston, Louisville
Full-time
Onsite
Mid, Senior Level
$90K/yr - $100K/yr
3+ years expCrunchtime is a global software development company that provides solutions for the restaurant industry. They are seeking a Support Manager to lead a team focused on the technical health, data integrity, and backend stability of their platform, ensuring accurate data and resolving complex technical issues.
Enterprise SoftwareMobileProductivity ToolsSoftware
Responsibilities
Manage and mentor a team of Technical Support Specialists and Support Analysts
Oversee the resolution of complex issues involving data synchronization, API behaviors, and third-party platform connections
Continuously optimize workflows between Support, Product, and Engineering
Collaborate with Product Development to prioritize technical debt and bug fixes based on data-driven trends
Develop and maintain metrics that go beyond volume
Partner across the organization to provide technical expertise during high-stakes customer interactions and complex interactions
Qualification
Required
3+ years of experience managing a technical support or 'Support Engineering' team within a complex SaaS environment
A strong understanding of how cloud-based software interacts with external systems
Comfort discussing APIs, data mapping, logs, and database structures
The ability to troubleshoot issues that live 'in between' platforms—understanding how a failure in one system impacts the data flow into another
Proven ability to coach a team through high-pressure technical incidents while maintaining a focus on long-term process improvement
Proficiency in data analysis, with the ability to use SQL or BI tools to identify patterns in system performance or ticket trends
Exceptional ability to bridge the gap between 'Developer-speak' and 'Customer-speak,' translating complex technical failures into clear business impact
Preferred
Familiarity with the unique technical challenges of the hospitality industry (POS systems, inventory data, or labor management)
Previous leadership in a high-growth cloud company ($100M+ revenue) supporting enterprise-level clients
Benefits
Flexible PTO
Paid company holidays
Medical, dental, and vision benefits (FSA, HSA & HRA options)
Basic & Voluntary Life Insurance
401k employer match
Wellness benefits
Commuter benefits
10 weeks of paid parental leave
Fitness reimbursement
Learning & development funds
Company
Zenput
Zenput develops an operations execution software for restaurants, c-stores, and grocers.
51-200 employees
H1B Sponsorship
Zenput has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
Funding
Current Stage
Growth StageTotal Funding
$46.45MKey Investors
Golub CapitalGoldcrest CapitalJackson Square Ventures
2022-06-23Acquired
2021-07-20Series C· $27M
2019-09-30Series B· $13.3M
Leadership Team
David Karel
Chief Marketing Officer
Recent News
Company data provided by crunchbase