Manager, Technical Support - Tier 3

Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.
The Role
We are seeking a strategic, action oriented, process driven and results driven Tier 3 Support Manager.  As a pivotal member of Outreach Support, you will be responsible for Managing Tier 3 support team, formulating cross-functional action plans, and managing the customer to success. Reporting to the RVP of Technical Support, this individual will work closely with our Customers, Customer Success Managers, Client Engagement Managers, Sales, Product Management and Engineering and provide feedback and influence leadership on ways support can enhance customer experience.
This Manager is accountable for building and leading a team of Senior Technical Support Engineers who serve our customers, manage escalations, mentor and provide assistance to the rest of the support organization as well as lead with bug identification, release rollouts and partnership with engineering. This position is an integral part of Outreach’s long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.

Daily Duties:

• Develop and lead a team of Senior Technical Support Engineers, providing enterprise-level, world-class customer support, servicing customers and internal teams
• People management responsibilities, including recruiting, career development, performance management
• Identify patterns and trends in tickets to resolve issues holistically
• Root cause analysis
• Advocate/manage needed changes in product
• Manage to KPIs, including quality, process and procedures
• Lead the Sr TSE team in mentoring and coaching the rest of the Support team
• Partner with engineering and product management to manage critical situations and incidents proactively and reactively
• Act as On-Call Support leader or escalation contact in a rotation during evening and weekend hours
• Champion customer issues within the organization to build the best customer experience

Qualifications:

• Minimum 5-7 years experience in managing IT or Support organizations
• Bachelor’s degree or deep, relevant technical experience
• Demonstrated considerable understanding of enterprise software implementations and SaaS technologies
• Executive presence
• Experience managing up to ensure executive teams are aware
• Ability to make sound judgment decisions
• Know when to escalate and ask for help
• Expert competencies in managing escalated accounts, and driving incident, problem, and escalation management to successful resolutions
• Proven track record of mentoring other Support leaders
• Excel in logical problem solving and communication skills, particularly when confronted with time-sensitive issues that require difficult decisions
• Demonstrated ability to translate complex customer needs into actionable/attainable plans
• Ability to attract, retain and develop a high-performing team of highly technical Support Engineers
• Strong written and verbal communication and presentations skills, as well as the ability to persuade, inspire, and motivate others
• Ability to work with different stakeholders at varying levels to drive change by working collaboratively and providing leadership that drives resultsAbility to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
• Ability to synthesize data and analytics to formulate sound program objectives and goals
• Proven ability to manage ambiguity, and a preparedness to take on what is necessary to get things done
• Passion for building diverse teams and providing an inclusive environment

Preferred Qualifications

• Experience working with Sales and Marketing teams
• Understanding of Sales and Marketing processes

You have experience with the technologies we use, including:

• Outreach
• Gmail
• Jira
• Zendesk
• Salesforce
• Exchange
• Slack
• Tableau

Why You’ll Love It Here
• Generous medical, dental, and vision coverage for full-time employees and their dependents • Flexible time off • 401k