Manager, Technical & API Support
Yext is the leading Digital Knowledge Management (DKM) platform. Yext's mission is to give companies control over their brand experiences across the digital universe of maps, apps, search engines, voice assistants, and other intelligent services that drive consumer discovery, decision, and action. Today, thousands of businesses including brands like Taco Bell, Rite Aid, and Steward Health use the Yext Knowledge Engine™ to manage their digital knowledge in order to boost brand engagement, drive foot traffic, and increase sales.
Yext is in the process of building out a world-class Support organization and is looking for a leader to enable our largest clients and partners to take their integration initiatives to the next level. The Manager, Technical Support reports to the Director of Client Support and is responsible for the development and ongoing management of our API Support team largely based in New York.
Key responsibilities include managing a team responsible for assisting our Clients and Partners with their integrations into the Yext platform, troubleshooting escalated technical issues in real-time, and providing integration best practices. This exciting opportunity offers a chance to work closely with multiple departments across Yext, as well as directly interface with our largest, most strategic clients. If you are looking to build a career in technical support management or sales engineering, this is the perfect role for you!
Responsibilities
- Manage a team of Support representatives providing Tier 1 and Tier 2 API and technical integration support to our existing clients
- Coach, support and develop talent within the team; manage employees’ growth and career trajectory and scale the team by sharing opportunities for increased effectiveness and efficiency while also identifying the key barriers for success
- Develop and manage ticket queues and escalation paths - ensure SLO’s are adhered to
- Troubleshoot escalated technical issues in real-time
- Serve as a key stakeholder, working with cross functional teams to build out relevant help resources and internal documentation
- Develop an expertise in Yext’s product offerings, underlying implementation and technical design with a focus on platform integration capabilities
- Drive bug resolutions, requirements and feature requests with Product and Engineering
- Scale support to facilitate Yext’s growth in clients, geographies and capabilities
- Raise the Bar – work continuously with the team to ideate, build and scale new ways of thinking / approaches to raise the bar in terms of the value we are bringing to our customers
Minimum Requirements
- BA/BS in Computer Science, Electrical/Computer Engineering, Information Systems, or equivalent degree/experience
- 2+ years experience in a technical support function or in a software engineer role
- Understanding of B2B, SaaS or client-facing, consumer products
- Strong knowledge of common API infrastructures like JSON, XML, and RESTful APIs
- Deep understanding of the Web technology stack (TCP/IP, HTTP, HTML, JavaScript, CSS)
- SQL experience is a plus
- Excellent communication skills including experience speaking to technical and business audiences
- Leadership or coaching experience is highly preferred
Compensation, Benefits & Perks
Yext offers the following exceptional benefits: competitive compensation, 401k, unlimited snacks, daily meal allowance, flexible hours/paid time off, and excellent health/dental/vision insurance. We treat our employees well and offer tremendous growth opportunities. Challenging work pushes our people to be creative in a casual environment that is caring, fun, and collaborative. We believe that when you have smart, happy people working together you can produce something special.
About
Yext has been named a Best Place to Work by Fortune and Great Place to Work® as well as a Best Workplace for Women. Yext is headquartered in New York City with offices in Berlin, Chicago, Dallas, Geneva, London, Paris, Tyson's Corner, San Francisco, Shanghai, and Tokyo. Learn more about the Yext team and culture on the muse, our website, and our blog.
Yext is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
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