Senior Technical Operations Manager

About Howl

Howl is the creator platform for social commerce. We build tools for brands and creators to sell more products across every social platform, together.

In the last 10 years, the $20bn influencer ecommerce market has become a critical part of the retail industry.  It has evolved into social commerce, a new $1.2 trillion market opportunity (link) requiring new tools, protocols, and technologies.  

Howl enables creators and brands to run experiments on what products to talk about and how best to talk about them. Paired with data delivered at the speed of social, creator financing for products, and feedback loops delivered in a beautifully designed platform, Howl takes the guesswork out of selling products on social platforms.

Howl’s mission is to reduce barriers for creators and brands to build social commerce businesses.  We are a remote-first company with a diverse team that reflects our vision. Our beta launched in mid 2022 and powers social commerce for creators and brands across beauty, gaming, home, fashion, and consumer electronics for both industry leaders like Best Buy, Samsung, Target and cult favorites like Cariuma, Kosas, and Youth to the People. We are a Series A company backed by investors including HighlandX and NEA. 

For more information, visit www.planethowl.com.

About the Role

The Product Support team is responsible for providing technical support on Howl’s products and services to our external customers and internal teams. The Engineering organization is growing quickly and we’re looking for a great systems thinker who can apply agile-based principles to technical support issues raised by our customers. At Howl, we’re entirely cloud-based and use best-of-class open-source and third-party software such as Kubernetes, Terraform, Datadog, AWS, Looker, Snowflake, and more.

You’ll work in a team of ops-focused engineers that care about doing things the right way—we are building the foundation to support a hyper-scaling business. This is a great opportunity for someone who can strategize and complete large-scale projects and wants to have a large impact on the entire organization. Someone who is curious about improving and streamlining existing processes and solving inefficiencies across the organization, all while providing exceptional technical support and customer service.

You’re Excited About This Opportunity Because You Will:

• Become a product and domain expert on all Howl products and services.
• Manage technical operations to ensure the successful delivery of our products and services in coordination with Product & Engineering teams.
• Provide exceptional technical support to our customers and internal teams, maintaining high NPS ratings.
• Ensure that our systems are secure, scalable, and performant through continued exploration/testing of our products, and submitting feedback to the Engineering team.
• Troubleshoot issues and provide solutions to technical challenges in a timely and efficient manner, while triaging and managing internal support boards.
• Work closely with the Product team to ensure seamless product deployment, integration, adoption, and issue resolution.
• Collaborate with the Engineering team to identify and address technical issues, report issue trends, and ensure successful feature deliveries or bug fixes.
• Develop and maintain technical documentation for the product and infrastructure, as well as support strategies.
• Identify and implement new technologies to improve the technical operations of the company.
• Empower and educate Customer Support teams through continuous training and authoring clear, concise documentation for non-technical audiences.
  

We’re Excited About You Because:

• 5+ years experience in providing technical support for cloud-based SaaS products in a customer-facing environment.
• 3+ years managing, deploying, and administering Atlassian Cloud products, particularly Jira.
• 2+ years of experience using cloud infrastructure/data tools such as Looker, AWS, Datadog, Snowflake, and more.
• Experience managing technical operations in a fast-paced startup environment.
• Strong technical knowledge in software development, cloud infrastructure, and data analytics. Experienced with python, or similar programming language.
• Excellent problem-solving and analytical skills, with the ability to think creatively in finding solutions when needed.
• Strong project management and communication skills, with mastery in explaining technical concepts to non-technical individuals.
• Familiarity with API integrations and how to troubleshoot.
• Ability to work independently and in a team environment.

The base salary range for this role is $170,000 yr - $210,000/yr USD.  

At Howl, we offer a competitive compensation package inclusive of base salary, incentive pay and stock options. Incentive awards are allocated based on individual performance. Certain roles also have the opportunity to earn sales incentives based on revenue, depending on the terms of the plan and the employee’s role. 

Howl is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.