Associate Manager, VR Technical Support

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You are passionate about Travel technology and application support. You have implemented innovative ideas and built workflows to ensure customers consistently have a delightful experience each & every time they interact with your team. You have a strategic mindset but can roll up your sleeves to tactically execute. You possess a genuine desire to build career paths for your team, share your knowledge and industry best practices, and create an environment where people are energized, motivated, & want to grow their careers. 

The position is responsible for leading and developing a Technical Support team for Vacation Rentals. The Associate Manager is tasked with balancing the requirements of effective supervision of a high volume, action packed technical support team, with providing leadership and training for the team in a fast-changing environment. 

What you'll do:  

• Build and maintain an effective local Technical Support team that is part of a global, collaborative team imbued with a culture of empowerment and resolution

• Develop relationships with multiple internal teams to identify skills and develop knowledge needed to build a highly effective Technical Support team, adding value to our customers, product teams, and development organizations

• Contribute to the overall success of the global team by providing feedback, sharing information, and collaborating on best practices

• Inspire and gain commitment from others towards the vision, mission, values, and organizational goals

• Ensure team members meet performance and effectiveness expectations by setting clear expectations for operational performance, conducting one-on-one meetings, preparing weekly team meetings, reviewing individual and team goals, and providing construction coaching and feedback

• Identify and resolve issues that may impair the team’s ability to meet team goals

• Exercise critical thinking, problem-solving skills, and use sound judgement to address urgent issues efficiently and effectively

• Analyze and leverage data to identify problem areas, make business decisions, and improve team processes

• Identify opportunities for process improvement, engage with appropriate teams to create and deliver solutions to improve the effectiveness and efficiency impacting the Technical Support team

• Develop a strong partnership with frontline teams through regular meetings, knowledge sharing, and addressing frontline concerns in a timely manner

• Lead day-to-day processes and other duties as assigned

• Drive complex issues escalated from customers all over the world to resolution

Who you are:  

• Bachelor’s in computer science or computer engineering or in a related technical field; or equivalent related professional experience

• Minimum 3+ years leadership experience leading a 2nd level technical support in a tiered support structure

• Technically savvy and efficient in troubleshooting end-to-end troubleshooting complex environments across multiple internal teams

• Experience supporting the Incident Management Process 

• A strong team player able to work well with differing personalities

• Strong leadership skills including with effective performance management and coaching/feedback techniques

• Have strong organization and analytical skills, with attention to detail and accuracy

• Experience with data logging and monitoring tools such as Splunk, Kabana, New Relic, DataDog 

• Experience with Business Intelligence tools and data analysis such as SQL, Querybook, Tableau, etc. 

• Demonstrate a data-led approach, combining data, context, research, and expertise to make business decisions 

• Solid written, oral skills with ability to communicate effectively with both technical and non-technical clients

• Excellent problem-solving skills, including issue tracking, triaging and crisis management

• Knowledge of Lodging distribution, aka OTAs 

• Experience reviewing, creating, and modeling technical specifications

• ITIL, Agile, or SDLC exp