Technical Support Manager

Join us in building a world where talking to a business is as easy as talking to a friend! ✨

Bird is an AI-powered Customer Relationship Management (CRM) Platform for Marketing, Customer Service, and Payments, powering over 5 trillion annual messages across channels like Email, SMS, and WhatsApp. The impact is real – our messages reach at least 50% of the world's population yearly. If you ever ordered takeaway or purchased goods online, it’s almost guaranteed you have encountered messages through Bird’s technology.

What’s my job title? Technical Support Manager

Where in the world? Bethesda, MD Office

Working hours? Local working hours

What language(s) will I speak? Fluency in English

Job Duties: 

• Manage a team of technical support engineers who provide direct support to users of our email SaaS & on-prem products via email, chat and phone.

• Coordinate a team schedule to maintain the established support hours and ensure adherence to SLAs.

• Provide technical expertise to the team and assist with escalations and customer outreach during incidents.

• Manage and coordinate technical training for the team across our suite of products.

• Hire and onboard new team members.

• Coach and guide Support Engineers via regular 1:1s and team meetings.

• Work hands-on on some customer inquiries along with the support engineers.

• Work closely with the Engineering team to address urgent customer issues.

• Look for ways we can improve to streamline processes and procedures as well as make things easier and more efficient for our customers.

• Support the Sales team to help set up new accounts and troubleshoot and resolve issues from prospective customers.

• Participate in on-call rotation for high priority issues.

• Work closely with the Product team to prioritize features for the product road map by acting as a customer advocate internally and identifying frequent asks & pain points.

• Help create product knowledge bases & documentation for processes and effectively communicate them to the team.

Requirements: Bachelor’s degree in Computer Science, Computer Engineering, or related IT field and at least two (2) years working in Support or other customer-facing technical product role at a software or SaaS company

Special Skill Requirements: One (1) year experience with: SparkPost/Momentum/PowerMTA or other MTA technologies like Postfix, Email deliverability concepts like IP warm up and suppression lists, and SMTP and email delivery and authentication concepts.

What You’ll Gain

🏡Remote work environment: you’ll work from home or wherever you can focus best.  All Birds are required to work from their hired country.

💰Competitive Compensation

💻Latest MacBook and generous Home Office Budget to set you up for success

💅State-of-the-art branded gear

🥳Company-wide and team events - last editions in Marbella and Bangkok! 

✈️Temporary Working Abroad: 10 business days a year (in your timezone)

🌴Life Happens! We offer generous Parental, PTO, and Special Leave Policies. 

🃏Joker Day! Wellness day? Party time? 1 extra day off per year, no questions asked! 

🤯Learn from hundreds of the best minds in the business

💙Join a diverse team consisting of 60+ nationalities, working in over +50 countries

LIFTOFF! 🚀

Life at Bird

When joining Bird, you will work with some of the smartest, curious, and driven people you will ever meet. It’s rewarding, demanding, and exciting work, and you’ll do and learn more than you can imagine. Bird is a great fit for ambitious self-starters who have endless curiosity, work independently, and like to roll up their sleeves and get shit done!

Do you have what it takes to join Bird? 🚀

Learn more about Life at Bird and our Values: How We Work, Careers, and About Bird.

We hope you’re one of us! 💙