Manager I, Technical Support

Dallas, Texas, United States

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$78,000 – $80,000Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Government Technology, Software, AI, ERPIndustries

Requirements

The Manager I, Technical Support will have experience in a leadership role within a technical support environment, preferably with a focus on AI and ERP solutions for government clients. The role requires the ability to analyze data, exercise sound judgment, and manage multiple tasks and priorities effectively. Experience with service management systems like Salesforce Service Cloud is expected, along with a proven track record of mentoring and developing team members. Strong collaboration skills are necessary to work with cross-functional teams.

Responsibilities

The Manager I, Technical Support will supervise and guide technical support professionals, manage daily operations, and ensure the timely resolution of customer issues through various channels. This role involves monitoring team performance against KPIs, implementing operational plans, and analyzing data to identify areas for improvement. The manager will also lead moderate-sized projects, influence team strategies, provide technical guidance, and foster a collaborative team environment. Responsibilities include collaborating with Product, Engineering, and Customer Success teams, driving initiatives for self-service support and automation, and developing mentorship and career development opportunities for the team.

Skills

Technical Support

Supervision

Customer Issue Resolution

AI Tools

Service Level Agreements (SLAs)

Data Analysis

Judgment

Prioritization

OpenGov

Cloud-based software for government organizations

About OpenGov

OpenGov provides cloud-based software solutions tailored for the public sector, focusing on strategic budgeting, planning, permitting, licensing, and code enforcement. Their products help government organizations transition from paper-based processes to digital workflows, significantly reducing the time and resources needed for tasks like budget creation, which can be completed in half the usual time. OpenGov stands out from competitors by leveraging extensive experience in the public sector to address specific challenges faced by local governments, such as outdated systems and the need for transparency. The company's goal is to empower government leaders with better data analysis tools to enhance decision-making and improve engagement with constituents.

Redwood City, CaliforniaHeadquarters

2012Year Founded

$221.8MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, Government & Public SectorIndustries

501-1,000Employees

Benefits

Competitive Salary

Work from Anywhere

Unlimited Vacation

Mission-Driven Colleagues

World-Class Healthcare

Professional Development

Family Matters

Amazing Customers

Risks

Increased competition from other SaaS providers targeting the public sector.

Integration challenges from iGovServices acquisition may disrupt existing services.

Reliance on cloud solutions makes OpenGov vulnerable to service outages.

Differentiation

OpenGov specializes in cloud-based solutions tailored for the public sector.

The company offers strategic budgeting, permitting, and licensing software for governments.

OpenGov's software reportedly halves the time needed for budget creation.

Upsides

Growing demand for cloud solutions as governments modernize outdated systems.

Acquisition of iGovServices expands OpenGov's offerings into tax and revenue management.

Rising adoption of electronic bidding systems enhances OpenGov's procurement solutions.

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