Senior Manager, Technical Support Engineering

Mapbox is the leading real-time location platform for a new generation of location-aware businesses. Mapbox is the only platform that equips organizations with the full set of tools to power the navigation of people, packages, and vehicles everywhere. More than 4 million registered developers have chosen Mapbox because of the platform’s flexibility, security and privacy compliance. Organizations use Mapbox applications, data, SDKs and APIs to create customized and immersive experiences that delight their customers. 

What You'll Do

Our Support Team consists of developers, designers, educators, and writers. We write code examples, publish documentation, provide direct email support, answer questions on Stack Overflow, and build small applications to speed up our internal processes. We are knowledgeable about every part of the Mapbox stack and collaborate with teams across time zones to incorporate user feedback and perspectives into our product. We are as invested in Mapbox tools and the people building them as we are in our users. We are the platform experts. Our users not only write to us when they have a problem, they consult with us on the best configuration options available for their applications.

Team Building and People Development

• Help recruit and retain top performers that share our team’s mission and values

• Help team members identify and work towards personal and career growth goals

• Coach team members on support best practices, products and technology, and soft skills

• Provide personalized, timely, and constructive feedback and recognition to team members 

• Identify and remove barriers to team productivity and operational success

• Iterate on our onboarding and continual learning and development initiatives

Operationalizing Support Services

• Amplify and advocate for customer feedback with internal teams

• Scale our Dedicated Support offering and best practices

• Build and track performance metrics, set a vision for success, inspire the team to deliver results, and regularly report team’s KPIs to the broader company 

• Collaborate with Product and Engineering teams to solve problems, streamline process and communication, and get necessary training for better troubleshooting

• Dedicate time to work on customers inquiries, mainly to stay up to date with the tools and technologies

• Co-own the day to day operations of the Support team

• Own and refine Zendesk and related apps, integrations and processes

• Experience managing and growing technical onboarding offerings and teams

What We Believe are Important Traits for This Role

•  Worked with Zendesk and familiar with the setting and configurations

• Experience managing or consulting to an enterprise/premium Support team 

• Good understanding of global Support processes and requirements

• Large scale and cross functioning project management experience

• Problem-solving and analytical skills

• Excellent interpersonal and customer service and presentation skills; concise, actionable, and strategic communication style 

• Learner mindset: ability to learn technical content and context quickly 

• Technically adept: understands the technical environments common to platform customers 

• Can clearly explain customer solutions and problems to Mapbox product and engineering teams and articulate the priority and severity

• Empathetic: always has the team’s and customers’ best interests in mind when making decisions and rolling out new processes

• Strong organizational skills: ability to track and execute upon the smallest details, while never losing sight of the big-picture priorities and goals. Ability to juggle a variety of project priorities and work independently

What We Value

In addition to our core values, which are not unique to this position and are necessary for Mapbox leaders:

• We value high-performing creative individuals who dig into problems and opportunities.

• We believe in individuals being their whole selves at work. We commit to this through supportive health care, parental leave, flexibility for the things that come up in life, and innovating on how we think about supporting our people.

• We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company.

• We strongly believe in the value of growing a diverse team a