Technical Support & Implementation Manager

Argentina

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Collaboration SoftwareIndustries

Requirements

Candidates should have at least 2 years of experience managing a customer-facing technical team and 5 years of experience in technical implementation or technical support within a B2B SaaS environment. A proven ability to create and implement technical workflows and processes, excellent communication and interpersonal skills, strong analytical and problem-solving skills, a customer-centric mindset, and experience working cross-functionally with Product Management, Engineering, and Customer Success teams are required. Comfort using AI tools to enhance workflows, efficiency, or decision-making is also necessary.

Responsibilities

The Technical Support & Implementation Manager will lead, mentor, and empower a team of Technical Support Specialists, including creating and maintaining technical documentation and knowledge base articles. They will oversee technical customer support and implementation projects, ensuring timely and successful delivery based on customer requirements such as product set-up, SSO/SCIM configuration, IP allowlisting, data residency migrations, and configuring new domains. The manager will collaborate with Product Management to provide customer insights, contribute to tooling development, and influence the product roadmap. They will also drive continuous improvement of technical support and implementation workflows, manage and resolve customer escalations, and serve as a point of contact for complex technical issues.

Skills

Technical Support

Customer Implementation

Team Leadership

Mentoring

Technical Documentation

Knowledge Base Management

SSO/SCIM Configuration

IP Allowlisting

Data Residency Migrations

Domain Configuration

Product Management Collaboration

Customer Escalation Management

Workflow Optimization

Mural

Digital workspace for team collaboration

About Mural

MURAL provides a digital workspace platform that enhances collaboration and creativity among teams. It allows users to brainstorm, plan, and design together in real-time, regardless of their location. The platform features digital whiteboards, sticky notes, templates, and integrates with other productivity tools, helping teams visualize ideas and streamline workflows. MURAL serves a wide range of clients, including businesses, educational institutions, and non-profits, and operates on a subscription-based model, offering different pricing tiers based on user count and features. This model supports a steady revenue stream and enables ongoing improvements to the service. MURAL distinguishes itself by focusing on uptime and reliability, ensuring that clients can depend on the platform for consistent service.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$210.9MTotal Funding

SERIES_CCompany Stage

Enterprise Software, EducationIndustries

501-1,000Employees