Technical Support Engineering Manager

Job title: Technical Support Team Manager

Location: Westford, Ma (Hybrid/remote)

Why We Need You - The Mission

Biscom helps the world's largest regulated organizations in healthcare, finance, and government get their mission-critical documents delivered securely, reliably, and in compliance with their stringent compliance requirements. Founded in 1986, Biscom pioneered the enterprise fax server and secure fax marketplaces with FAXCOM® and its award-winning fax management solutions. Biscom has expanded its secure document delivery platform with cloud secure file transfer for large files, real time synchronization, file translation, and mobile access. And now, with a fresh round of PE investment from ParkerGale Capital, the Biscom team is looking to aggressively ramp our growth ambitions. That's where you come in.

This position will report to the Head of Customer Success in the Westford, MA location. As a Technical Support Team Manager, you will be responsible for leading and overseeing our technical support team to ensure the delivery of top-notch support services to our valued customers. You will play a pivotal role in maintaining customer satisfaction by proactively addressing technical issues and providing prompt and effective solutions.

What You'll Accomplish - Your Performance Objectives

Objective #1: In your first 30 days:

• Get to know the team and evaluate each member's strengths and weaknesses, do a deep dive into Biscom, our customers, products, and the pain points we solve.
• Roll your sleeves up and hop in, shadow the tech support team so at any moment you can "pivot" and help if needed; "It's a team sport" is one of our values.

• Lead, mentor, and motivate the technical support team to foster a collaborative and high-performing work environment.
• Set clear performance objectives, monitor progress, and establish a schedule to conduct regular performance evaluations.
• Identify training needs and coordinate development programs to enhance the team's technical and customer service skills. Partner with Customer Success and other Biscom departments for training.

Objective #2: In your first 3 months:

• Oversee and ensure the timely resolution of customer inquiries, technical issues, and escalations to guarantee customer satisfaction.
• Collaborate with cross-functional teams, including product development and engineering, to address complex technical problems effectively.
• Evaluate current support documentation, amend, create support documentation, knowledge base articles, and standard operating procedures to optimize support processes.

Objective #3: In your first 6 months:

• Implement and maintain support quality assurance programs to ensure consistent and high-quality customer interactions.
• Analyze support data and metrics to identify trends, root causes, and areas for improvement, and optimize support operations.
• Proactively identify potential product issues and work with the product team to address them promptly.
• Collaborate with sales and customer success management teams to understand customer needs and contribute to customer retention efforts.
• Evaluate Phase ware and make improvements or proactively look for another comparable tool.

Who We're Looking For - The Personal Competencies That Matter

Collaborative: You have empathy for your colleagues and customers. You demonstrate cross-functional collaboration within the product and sales teams and seek out opportunities to build relationships with others throughout the company. You understand we are all on the same team working towards the same goals. You enjoy sharing your knowledge with colleagues and can communicate complex technical concepts effectively.

Intellectually Curious: You have a strong level of curiosity and care about learning. You understand that learning is a continuous part of being a Technical Support Engineer and are always looking for ways to sharpen and/or broaden your skillset

Flexible: You understand that priorities and requirements will evolve, and you may have to be flexible in your approach and in your expectations.

Transparency: You are open, honest, and not afraid to ask for help. It's ok to not know everything, we don't expect you to. We do believe in collaboration and being transparent about skillset, and areas you may need additional support.

Accountable: A hands-on attitude and a willingness to get things done.

Ability to coach and develop people: Coaches people in their current roles to improve performance and prepares them for future roles. You understand the evolving skills needs of your team and how to deliver the proper training.

How We Work - Our Core Values

Biscom is a team sport: Work ethic, cooperation and collaboration drive our success over individual contributions, siloed thinking, heroics or title.

Courage with kindness: We do the right thing even when it's not easy, we are missing data, convenience or consensus. We hold each other accountable daily. We have difficult conversations timely and out in the open. While debating approaches, we will disagree without being disagreeable, committed to the team decision. While acting courageously, we will treat everyone with kindness and respect.

We don't play business, we do business together. With customer success as our north star, we rally around pragmatism, incremental continuous delivery, accuracy and ingenuity to create scalable, and cost-effective solutions. Dogma, academic theory, buzzwords or precision will not distract us from running and scaling Biscom because of our collective wisdom, judgment and sense of humor will prevail.