Sr. Technical Support Manager

*This position can be remote within the US*

Who we are…

In Customer Success and Support our focus is helping customers get the most value from ScienceLogic solutions.  We are obsessed with driving an exceptional customer experience while engaging with our customers to solve complex problems.  Waking up in the morning to help our customers and colleagues achieve success excites us! 

What we’re looking for…

As a Senior Technical Support Manager you will be comfortable driving and delivering upon the global Technical Support strategy, and have experience in continually improving Support practices to present exceptional Customer Experience with tangible results. You are strong leader who motives and directs a team of technical support engineers that have a track record of operational excellence, are focused on incident resolution, cross functional collaboration, knowledge creation, teamwork and community participation while driving high levels of customer satisfaction. To your core, is a customer first ethos, and an ability to adapt practices to meet changing customer needs.

Working closely with Global Support peers, CXS Leadership, customers, engineering, and sales teams, as Senior Technical Support Manager you will leverage your technical, analytical, process, and strategic skills towards delivering high impact support value for all customers.

You are a leader, coach and mentor who leads from the front.  You will help us continuously work smarter, iterating our processes, technology and people to new levels of efficiency.  Leading change and global business transformation in an enterprise Support setting is critical to this role.  Experience and understanding on how to move Support up the value stream from reactive to proactive and ultimately to preventative models in the enterprise software space is a huge plus.  Duties also include career development of support engineers through tailored individualized training plans, helping employees achieve their career goals all while prioritizing the customer at the center of all we do. 

What you’ll be doing…

• Act as a customer escalation point for key issues, guide cases to resolution, and engage subject matter experts or interdepartmental resources as required to resolve issues
• Ensure the teams meet and exceed our aggressive support expectations, performing at or above industry-leading targets including response time, resolution time, and customer satisfaction.
• Provide appropriate technical and soft skills training and mentoring. Coach support team members on best practices and communications to continuously improve performance
• Develop and implement innovative ideas exceeding customer expectations with service standards, such as case management, phone, community and email interactions while improving customer satisfaction and quality
• Data Driven: We love data because it helps us understand how we’re doing. You will be responsible for the development, execution and tracking of standard operating procedures and metrics.  Perform daily, weekly, monthly and quarterly operational analysis and report findings
• Collaborative – leads communication with teams, individuals or organizations to achieve mutually beneficial outcomes
• Adaptable – flexibility to adjust and question one’s approach to meet the ever-changing demands of fluid situations
• Proactive - experience driving proactive multi-channel support motions such as Knowledge Centered Support (KCS), online chat, communities, video platforms, etc.
• Engage directly with clients to address issues, capture support requirements, and facilitate actions and initiatives to best align support with client expectations
• Oversee the development of knowledgebase articles based on new product information, support incidents, and/or common or critical issues
• Perform ongoing queue reviews as well as quarterly and annual performance reviews.
• Work with Support leadership to manage team resource allocation and workload of the team, focusing on short term urgencies and long-term growth
• Communicate organization goals and objectives - set team and individual goals in accordance with overall organizational goals

Qualities you possess…

• Customer Obsessed – seeks the highest levels of customer experience when prioritizing and leading work
• 8+ years’ experience in a global technical support management role helping Fortune 500 companies or customer service industry, product support, IT Admin support, consulting, systems or product development
• Growth mindset with a bias towards action
• Iterative - We seek leaders that question everything we do seeking constant iterative improvement. You have the power to make change.  We value and reward new perspectives and ideas
• Experience with Salesforce, PowerBI, TalkDesk, Opsgenie, Slack and Teams
• Have exceptional customer-handling skills
• Exceptional people manager, strong mentor, coach and leader for mid to large distributed teams
• Experience hiring, developing, motivating and advancing strong technical support talent
• Proven internal and external executive level communication skills
• A bachelor’s degree in engineering, business management or equivalent work experience
• Nice to have a Knowledge of ITOM/ITSM, Cloud, hybrid, SaaS and on-premise environments.
• Nice to have experience with LAER model, customer journey mapping and customer success and support transformation is plus

About ScienceLogic

ScienceLogic is a leader in IT Operations Management, providing modern IT operations with actionable insights to predict and resolve problems faster in a digital, ephemeral world. Its IT infrastructure monitoring and AIOps platform sees everything across cloud and distributed architectures, contextualizes data through relationship mapping, and acts on this insight through integration and automation.

www.sciencelogic.com