Technical Support Manager

| San Francisco | Remote | Hybrid
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Domino is helping the world run on models. Data Science teams at model-driven companies use our platform to accelerate breakthrough research, increase collaboration, and rapidly deliver high-impact models. Our customers are sophisticated analytical organizations including Allstate, Dell, and Bristol-Myers Squibb. Backed by Sequoia Capital, Zetta Venture Partners, Bloomberg Beta, and Coatue Management, we are at the epicenter of the data science revolution: helping companies build better cars, develop more effective medicine, or simply recommend the best song to play next.

We’re seeking a Technical Support Manager to run our US Support team within the Engineering organization. This individual will be team-oriented, technically skilled, experienced in supervising and mentoring teams of engineers, and will be able to approach complex challenges with a creative and versatile mindset.  One of Domino’s core values is Customer Devotion, so this position will be vital to ensuring our client organizations are maximizing the value of Domino’s platform and that workflows are operating smoothly at all times. 

Responsibilities

Support Team Management

  • Manages activities of team members
  • Hires and trains new Technical Support Engineers
  • Sets clear, aggressive (but realistic) objectives
  • Communicates organizational and other relevant updates
  • Ensures workload is balanced and managed among team members
  • Identifies training needs for team members and uses all available means to ensure those needs are fulfilled
  • Responsible for designing and documenting career paths for Technical Support Engineers

Customer Support

  • Occasionally works directly with customers to handle and diffuse escalations
  • Determines if and when assigning tickets to senior resources is appropriate
  • Assists in identifying new support-related features/products
  • Ensures all publicized and contractual service level agreements are met

Process Improvement/Optimization

  • Assists Senior Director of Support Engineering in designing and improving process or operational policies
  • Assists Senior Director of Support Engineering in identifying solutions to common challenges that can and should be implemented
  • Monitors and maintains team’s key metrics (Customer Satisfaction, Customer Effort, Case Closure Times, First Call Resolution, etc.)
  • Ensures Technical Support personnel are delivering on primary objectives (i.e. high customer satisfaction, timely case resolution), as well as secondary objectives (publication of FAQs, completion of assigned projects, etc.)

Cross-Functional Collaboration

  • Establishes and maintains relationships with engineering and software development
  • Recommends changes to products or services to fulfill customer needs
  • Assists in maintaining or improving systems used to coordinate communications between Support, Customers, other internal teams, etc.

Qualifications

  • 1.5-4 years experience managing a Technical Support team at a software company
  • At least 4 years of experience in a customer-facing role
  • Ability to learn quickly
  • Excellent communication (verbal and written) and client management skills
  • Effective delegation of tasks and projects
  • Ability to coordinate efforts with other functional teams
  • Expertly manages customer expectations and diffuses situations while conforming to company policies and standards
  • Ability to detect and address process bottlenecks
  • Empathy: can connect with and persuade demanding enterprise customers
  • Exceptional ability to build trust with peers, managers, and executives
  • Strong time management and multitasking skills
  • Powerful “customer intuition”: the ability to anticipate questions and concerns from customers before they arise
  • Integrity: an intrinsic drive to honor any commitments

Experience with the following is a plus:

  • Familiarity with the Linux command line and server administration
  • AWS, Azure, GCP, Rancher, Tanzu, EKS, AKS, GKE, etc
  • Docker and Kubernetes
  • Python and/or R
  • Ubuntu and/or CentOS
  • Hadoop and/or Spark
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • FlaskFrameworks
    • Node.jsFrameworks
    • PlayFrameworks
    • SparkFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • MixpanelAnalytics
    • BalsamiqDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • Google DocsManagement
    • JIRAManagement
    • MiroManagement
    • SanityCMS
    • HubSpotCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • 6SenseLead Gen

Location

We're located in the SoMa district of San Francisco. Located near the CalTrain station and Oracle Park, there's a lot to do around the area!

What are Domino Data Lab Perks + Benefits

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Quarterly engagement surveys
Employee awards
Remote work program
Diversity
Documented equal pay policy
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
Company equity
Employee stock purchase plan
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Flexible time off
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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