Director, Technical Support Engineering

Overview 

Guru is on a mission to reinvent the way people connect with information at work. Our knowledge management solution provides teams with expert-verified information where they work and when they need it most. Our goal is to give every team in the world trusted information so that they can do their best work. We're backed by an amazing group of investors and we're growing fast; in 2020 we raised a series C round which took our total funding to $70M.

At Guru, we know that talent is everywhere. We support remote and hybrid models of work, with offices in Philadelphia and San Francisco and employees spread across 23 states. Time differences can make live collaboration difficult, which is why we're intentional about our internal communication practices, favoring asynchronous options where possible.

Everyone is welcome here. Guru is committed to building a diverse and inclusive workplace, where every employee experiences a sense of belonging every day. It’s a fact that teams with diverse representation across race, ethnicity, gender, sexual orientation, and abilities perform better. If you’re interested, please apply even if you don’t check every box because you could be just what we’re looking for! We'd love passionate individuals to join us on the next stage of our journey!

We are excited to welcome a new Director, Technical Support Engineering to the team. Support Engineering at Guru consists of Technical Support (Tier 1-2), our Help Center, Guru Academy, and our Community. This function is our front-line, scalable approach to assisting and ultimately empowering Guru customers in a timely and people-centric manner.

The “art” in this role will be balancing a highly scalable and efficient approach, whereby 90% of customer inbound requests are self-served via our Help Center and/or Guru Academy, with a lean team to resolve questions that make it through in an expeditious fashion. If you are seeking a large team / call center environment as justification for the title, this is not the role for you. If you are driven by constantly optimizing for efficiency while balancing customer satisfaction, this is for you.

This will be done with a combination of up-to-date & user-friendly content, prioritization processes, and tool optimization that this leader will drive and iterate upon.

Given the Technical Support Engineering team will reside within the Engineering & Product organization, we are seeking a leader with a technical orientation that can hire technical talent while also nurturing and encouraging continuous technical progression for potential future engineering talent.

Additional Responsibilities: 

• Inspire & manage a lean team of remotely distributed employees in both a day-to-day operations capacity and longer-term career planning as well
• Design, implement, and iterate upon prioritization methods/processes, self-serve content, and customer education in close collaboration with go-to-market functions (Sales, Customer Success, and Marketing)
• Operate the team in a data-driven manner with clear reporting to demonstrate
• Ticket Flow: All inbound requests and their flow through either self-serve or Technical Support, along with what happens thereafter (routing to Engineering for Tier 3, for example)
• Efficiency & Satisfaction: Time to Resolution & CSAT
• Forward-Looking Capacity Planning: Understanding the above, along with consistent implementation of efficiencies, in order to properly plan team capacity

Requirements: 

• 10+ years experience in Technical Support, specifically within Software or other high-volume environments
• 5+ years of direct people management experience and a proven track record of developing talent to grow within Technical Support
• Extensive experience with Support Systems. We are looking for someone who enjoys being hands-on with systems and knows them well enough to know how they want to optimize it rather than only manage people.
• Experience with Excel/Google Sheets and reporting out Technical Support data in a synthesized manner
• Experience owning implementing and architecting Technical Support processes and programs

Hey, not everybody checks all the boxes, apply and let us get to know you and your experiences and we can learn and grow together here at Guru!

• Competitive salary
• Employee Incentive Stock Option Plan
• Paid Parental, Family & Medical Leave
• Unlimited Vacation
• 401k
• Professional Development Stipend
• Wellness Stipend
• Home Office Stipend
• Tuition Reimbursement
• Thrive After Five: in recognition of our long-tenured employees, Guru celebrates your five year anniversary with a $10,000 personal travel reimbursement
• Remote perks
• Generous medical benefits package
• Guru-sponsored company & team events, no matter where you work

At this time, this position cannot be performed in NY or CO. 

We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at [email protected] to request accommodation.