Navina · 1 day ago

Tech Support Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

8+ years exp

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Responsibilities

Lead a global team of technical support engineers in both locations: US and IL.

Manage the team’s day-to-day operations, lead and prioritize workload, serve as focal point during escalations, etc.

Resolve customer issues daily, ensuring timely responses and high levels of customer satisfaction

Serve as technical lead for complex and challenging technical issues.

Provide hands-on support and leadership in both the troubleshooting and the escalation process to the relevant engineering teams.

Proactively manage the day-to-day resolution of customer issues in a timely (SLA) manner and maintain their high satisfaction

Contribute to methodologies, best practices, and techniques to improve our support process

Work closely with R&D, Product, Customer Success, and our Medical team for complex problem-solving and time-sensitive escalations.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer-facing Tech SupportSQLTeam ManagementData AnalysisDebugging Web ApplicationsProgrammingJavaScriptPythonNodejsTroubleshooting Data PipelinesETL Processes

Required

+8 years of experience in a customer-facing Tech Support/ Integration/ Services role at a SaaS company or equivalent experience

+5 years experience in managing a support team, hands-on mandatory

Proven excellent customer-facing communication skills (verbal and written)

Proven experience with SQL and data analysis

Proven experience with debugging web applications

Excellent problem-solving and troubleshooting skills

Preferred

Proven experience in programming (JavaScript, Python, Nodejs) - Advantage

Experience with troubleshooting data pipelines and ETL processes

Experience in a fast-growing organization

Strong presentation skills for all audiences; Ability to articulate thoughts and ideas clearly, concisely, and persuasively, to a variety of different personas

A can-do attitude

Detailed oriented