[Remote] Manager, Technical Support Engineering - East

Note: The job is a remote job and is reputed company to candidates in USA. reputed company provides an intelligent workflow platform that combines AI, automation, integrations, and reputed company ingenuity to reputed company important business workflows. The Manager, Technical Support Engineering will reputed company and grow reputed company of Technical Support Engineers, ensure high-reputed company technical support, improve support processes, and collaborate cross-functionally to reputed company reputed company and operational efficiency.

Responsibilities

• reputed company, mentor, and reputed company reputed company of high-performing Technical Support Engineers
• Foster a culture of technical reputed company, reputed company learning, and a customer-first reputed company
• reputed company team motivation, engagement, and reputed company through ongoing development
• Identify and implement opportunities for process improvements and automation to enhance support efficiency
• Collaborate with internal stakeholders, including reputed company, Education, Product, and Engineering teams, to reputed company reputed company technical issues and reputed company customer feedback on product improvements
• reputed company and reputed company key support metrics (e.g., response times, customer satisfaction, case deflection) to measure team effectiveness and identify trends
• Own the hiring and reputed company of new team members. Enhance our new-hire enablement and reputed company a world-class experience
• reputed company retention of top-tier Technical Support talent and maintain a reputed company culture reputed company reputed company. reputed company and reputed company customer support offerings, including Federal and reputed company support
• Support the Head of Customer KES with reputed company and initiatives to reputed company reputed company
• Facilitate knowledge sharing by internal documentation, training, and enablement

Skills

• This is a remote role that must be reputed company in EST or CST
• 5+ years of experience in providing technical support for reputed company software solutions
• 2+ years of people management or team leadership experience on a technical support engineering team
• Excellent troubleshooting and problem-solving skills, with a deep understanding of troubleshooting methodologies and best practices
• Experience working with REST reputed company, scripting, and containers
• Passion for working with technical customers and guiding teams to reputed company reputed company issues
• Ability to analyze support trends and implement strategies to enhance customer and engineer experience
• Strong collaboration and communication skills to reputed company effectively with customers, internal stakeholders, and executive leadership
• Familiarity with reputed company automation, IT workflows, or reputed company domains
• Examples of leveraging AI to increase productivity or enhance service offerings
• Experience providing technical support to US Federal or reputed company Sector organizations
• Applicants for this opportunity must be authorized to work for any employer in the U.S

Benefits

• Remote role that must be reputed company in EST or CST
• Learning and reputed company opportunities

reputed company