Technical Support Manager

Job Type
Full-time
Description
Engrain has transformed the way people find, lease, and manage properties. Engrain provides a holistic suite of mapping solutions built specifically for the real estate industry to provide stunning unit-level map visualizations that integrate with countless websites and property tech applications. Our revolutionary, unit-level map data and interactive visuals within our SightMap, TouchTour and Asset Intelligence product lines allow both property owners and prospective renters to better ensure occupancy and drive revenue.
We are seeking a Technical Support Manager to join the Creative Services team at Engrain, reporting directly to our Director of Client Services. As a Technical Support Manager, you'll play a key role for both the internal Production and Accounts teams. With your technical expertise, you will bridge the gap between website development constructs and support-related client requests. You will be the main point of contact in charge of translating client requests into clear and actionable tasks for our internal production teams. You are a facilitator and thrive in an environment where cross-departmental collaboration is part of your daily routine.
What you'll do...

• Assess, troubleshoot and resolve live website dev-related issues/requests from our existing clients, while efficiently routing all other requests to the corresponding team(s).
• Work closely with our Account Managers and the Website Development team to ensure our website clients are properly taken care of.
• Work closely with our Traffic Manager to ensure the Website Development team weekly support queue allocation is consistently at capacity.
• Work closely with our Digital Project Manager to ensure the Website Development team is prioritizing the support client requests in a timely manner.
• Work closely with our Digital Project Manager when a website project is completed to assist with launch and post-launch processes.
• Cultivate external and internal relationships to ensure all client support requests are executed to the highest standard, and development resources are efficiently utilized.
• Serve as a primary point of escalation for website support tickets and actively communicate resource or scheduling conflicts to the clients and the Accounts team, when applicable.
• Support the Accounts team by identifying when a change order is needed and assist with scoping before handing it over to the Account Coordinator for implementation, billing and scheduling.

Requirements
What you offer us...

• Minimum of 2 years of experience successfully managing clients technical support requests in an agency environment.
• Ability to efficiently manage ever-changing priorities and deadlines for a large volume of projects while paying strict attention to detail.
• Demonstrated aptitude for efficient management of projects, team schedules and resource allocation.
• Outstanding technical understanding of the WordPress platform, website development constructs, processes and industry best practices.
• Experience with project management tools such as Asana, Jira, WorkFront, etc.
• Excellent verbal and written communication skills.

What we offer you...

• Salary Disclosure for Colorado: minimum base salary of $55,000 - $65,000. Final offer amount is determined by factors including years and depth of candidate's experience, certifications, and skill set alignment to the job requirements
• 100% coverage of employee's health, dental and vision insurance with basic plan
• 2-10 weeks of paid parental leave + additional paid and unpaid leave options
• Up to 18 days annually of PTO & 8 holidays per year
• Dog-friendly office
• 401k match up to 4 percent
• Annual stipend for personal growth through our Grow450 program
• On-site amenities include a professional fitness center, flexible & modern workspace, coffee bar, happy hour taps & team member lounge

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status.