Director, Technical Support
SimpplrSalary not specified
- Full Time
- Senior (5 to 8 years), Expert & Leadership (9+ years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Information Technology & ServicesIndustries
Requirements
Candidates should possess a Bachelor's degree in Computer Science, Maths, or a related field, and a minimum of 5 years of experience managing a Support team within an infrastructure software company. They must have experience managing Technical Support Engineers across multiple geographies, along with a strong understanding of SaaS platforms and Cloud Infrastructure such as AWS, GCP, and Azure. Familiarity with CRM and customer support software like Zendesk is also required, as well as exceptional communication, interpersonal, and decision-making skills, and the ability to analyze data and create strategies based on findings.
Responsibilities
As the Technical Support Manager, you will directly manage the daily operations of the global Support team, ensuring optimal performance and customer satisfaction, and delivering customer service policies, standards, and procedures to foster an exceptional service experience. You will maintain round-the-clock coverage to achieve excellence in SLA attainment, collaborate with HR partners to recruit and retain top talent, work internally with Sales, Product Management, and Engineering to expedite issue resolution and capture customer feedback, and drive continual improvement in the customer support platform and processes. Additionally, you will track and report on customer behavior, satisfaction levels, and team performance.
Skills
Customer Service
Support Operations
Stakeholder Collaboration
Process Improvement
Team Management
SLA Management
Ditto
Simplifies multi-platform app development and synchronization
About Ditto
Ditto.live simplifies the development of native applications for various platforms, including iOS, macOS, Android, and web. Its main product, the Edge Sync Platform, addresses the challenge of data synchronization by allowing developers to manage data that is distributed across multiple devices and cloud infrastructures. This platform enables developers to write their code once and deploy it across different platforms, which saves time and reduces effort in the app development process. Unlike many competitors, Ditto focuses on providing a seamless experience for developers by offering features like peer-to-peer authentication and offline syncing. The company's goal is to enhance the efficiency of app development and improve user experiences by enabling the creation of interconnected applications.
Key Metrics
San Francisco, CaliforniaHeadquarters
2018Year Founded
$52.5MTotal Funding
SERIES_ACompany Stage
Data & Analytics, Consumer Software, Enterprise SoftwareIndustries
51-200Employees