Senior Manager, Technical Support Engineering

The Senior Manager of Technical Support for Boston Dynamics is a strong tactical decision-maker who leads teams of managers and technical support professionals in the Customer Success org's mission of world-class customer-centric support for complex, highly technical, and sophisticated product ecosystem, including the Spot and Stretch solutions.

Key responsibilities include:

• Ensuring the productivity and effectiveness of teams responsible for product lines to meet customer expectations and SLAs and achieve continuous improvement in the delivery of high-quality support
• Driving greater team throughput and efficiencies, reducing marginal costs for customer support
• Communicating performance and progress to internal and external stakeholders, technical and non-technical audiences.
• Coordinating teams' service delivery plans, tools, and processes to meet and measure service KPIs.

Knowledge & Application

• Requires a mix of technical know-how, strategic vision, analytical strength, and a focus on efficiency and cost savings.
• Must be able to work across multiple disciplines to identify challenges, establish protocols, and implement programs.
• Must have a deep understanding of robotics, product design, networking, and communications systems, sensors and data, service processes, and support infrastructure.
• Accountable for results that may have a significant impact on Customer Success and business functions.

Collaboration & Interaction

• Interacts regularly with senior management on customer experience and needs.
• Collaborates with cross-functional teams, including product development, engineering, sales, quality, and support, to share technical and customer knowledge, challenges, and priorities.
• Manages technical conversations with external stakeholders and customer decision-makers.
• Requires the ability to persuade others in sensitive and complex situations while preserving relationships.

Qualifications:

• 5+ years in customer-facing roles
• Bachelor's degree or higher in Engineering/Computer Science related subject
• Experience managing, consulting, and negotiating with customers and strong interpersonal skills
• A bias-towards-action, with a willingness to "roll up your sleeves" to get the job done
• Strong technical skills or ability to quickly learn technical concepts and proficiency in a high-level programming language
• The ability to thrive in a variable and demanding environment
• A passion for helping improve customer experience

#LI-SF1