Customer Support Manager

As a Customer Support leader, you’ll be on the front lines of enabling our company's continued growth trajectory by providing an exceptional support experience for our customers. This role will be responsible for day to day hands on leadership of our Front Line Technical Support engineers in a fast-paced and high growth environment. Reporting to our Vice President of Customer Success, this role will help shape our support offerings and be a key contributor to our escalation and 24x7 capabilities. 

Job Responsibilities: 

• Lead our day to day incoming case volumes, ensuring timely initial response and resolution of incoming issues, escalating to our Technical Support Manager and VP Customer Success as appropriate
• Contribute to our efforts to hire, ramp and develop a team of experienced Technical Support Engineers.
• Identify and implement opportunities to improve our customer & employee experience, optimize workflows, and fiercely advocate for our customers
• Own & improve the technical support troubleshooting patterns and customer facing self-help documentation required to delight customers at scale.
• Integrate seamlessly with our sales, applications, operations and engineering teams to resolve escalated customer issues with urgency 
• Consistently deliver against global, team, and/or individual goals and SLAs/KPIs.

• Bachelor's degree in Computer Science or related field  
• 3+ years of experience as a technical support engineer ideally in a team lead or manager role
• A player coach, you will be extremely hands on with proven technical skills in the Wireless or Wired Networking space
• Excellent written and verbal communication skills
• Proficiency working with globally distributed teams and remote Engineering organizations, driving successful outcomes across multiple time zones
• Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment
• Dynamic nature with proven experience of being a ‘go-to’ person for colleagues and customers alike 
• Creative, resourceful, detail-oriented, and well organized
• Hungry for growth, both professionally and personally
• Experience in a rapid-scale B2B startup technical support team for a SaaS and/or hardware vendor

The salary range for this position is: $130,000 to $175,000

Compensation will be determined based on several factors including, but not limited to: skill set, years of experience and the employee’s geographic location.

Tarana provides competitive benefits to employees in this role including: Medical, dental and vision benefits, 401K match, flexible time off and stock option.