Technical Support Manager

Position Overview

• Location Type: Global (Remote)
• Employment Type: Full-time
• Salary: Not specified

Ditto is on a mission to unleash the full power of edge devices by removing all the plumbing required to build amazing applications. We bridge the digital divide by enabling real-time data synchronization—even when internet connectivity is limited or non-existent. Our peer-to-peer technology is trusted by major customers like Chick-fil-A and Delta Airlines, and we also work closely with the U.S. military on mission-critical connectivity solutions. As a fast-growing startup poised for a future IPO, our team is globally distributed, and our core values are trust, communication, and continuous improvement. We celebrate diversity and strive to create a team that encompasses a wide range of backgrounds, skill sets, and perspectives.

About the role: As Ditto’s Technical Support Manager, you will play an integral role in company operations by leading our support team and optimizing our support practices to deliver industry-leading customer service to our Fortune 500 Customers globally. You will develop and implement support workflows and regularly liaise with internal and external stakeholders.

Responsibilities

• Directly manage daily operations of the global Support team, ensuring optimal performance and customer satisfaction.
• Deliver customer service policies, standards, and procedures to foster exceptional service experience.
• Maintain round the clock coverage schedule to achieve excellence in SLA attainment.
• Working with HR partners to recruit and retain the best Support Engineer talent.
• Internal collaboration with Sales, Product Management, and Engineering to expedite issue resolution and capturing customer feedback.
• Drive continual improvement in our customer support platform, and processes.
• Tracking and reporting on customer behaviour, satisfaction levels and team performance.

Requirements

• Bachelor's degree in Computer Science, Maths or related fields.
• 5 or more years managing a Support team in an infrastructure software company.
• Experience managing Technical Support Engineers in multiple geographies.
• Strong understanding of SaaS platforms and Cloud Infrastructure such as AWS, GCP and Azure.
• Excellent leadership and management skills.
• Familiarity with CRM and customer support software such as Zendesk.
• Exceptional communication, interpersonal, and decision-making skills.
• Ability to analyze data and create strategies based on findings.

Nice to haves

• Experience supporting edge computing, distributed systems or networking technology.
• Confidence in scripting languages such as bash or python.
• Expert in executive communication and escalation management.
• Specific experience with mobile development languages such as Kotlin, Swift, React and Flutter.
• Multiple years experience as a support manager in a high growth startup.
• Use of AI technologies in Support environment to optimise workflows and customer experience.

Benefits

• Competitive salaries
• Stock options