Customer Tech Support, Director

| Greater NYC Area
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POSITION DESCRIPTION

As an external facing Customer Tech Support, Director you are responsible for owning the outcomes for Technical Support operations, systems, and your team's success.  You will be developing and implementing strategy that helps a distributed fast-growing team navigate the competing needs to move quickly and flexibly keeping security top of mind.

You must be able to thrive in a fast-paced culture, and comfortable with responsibilities solving challenging technical problems. Your ability to work and manage team members who work with cloud services and mixed networking environments.

We're highly collaborative in on-site and remote work. We are looking for driven people with exceptional abilities who communicate with and align team members towards the common goal - keep industrial workers proud, protected, productive.  In this role you will wear multiple hats spanning a broad array of technical and non-technical disciplines.

Responsibilities

  • Hire, develop, and performance manage a small but growing team of experienced Technology Support professionals
  • Project manage all departmental objectives to completion, including but not limited to, Support Ticket Workflow, Reporting Metrics, Process Flow and team management.
  • Develop, manage, and report the Support team's budget
  • Assist in building enduring relationships with customers and internal teams
  • Consult senior-level stakeholders across the organization to identify business and technology needs for technology systems
  • Develop standards and operational procedures that support operational needs
  • Develop and implement departmental metrics and statistics in line with company level goals
  • Provide technical support services to StrongArm customers around the world
  • Provide occasional field service support for hardware and software systems
  • Communicate technical concepts to members of StrongArm effectively (strong verbal and listening skills)
  • Reproduce environments and solve challenging technical problems
  • Monitor environments to maintain SLAs
  • Developing scripts to automate common problems
  • Operate Cloud and Data environments (Amazon Web Services, Google Cloud, Workspace ONE UEM)
  • Perform root cause analysis, deliver post mortem reports
  • Identify trends, issues and pain points to improve the product by championing solutions that permanently solve issues
  • Take on the responsibility and own the problem to resolution
  • Effective communication across departments 
  • Proactive problem solving in areas that need definition

Qualifications

  • Completed BS in Information Technology, Computer Science, Computer Engineering related degree or equivalent work experience
  • Have substantial people management experience, and consider yourself a people manager first
  • Have significant experience working in a Technology Leadership role at a scaling, cloud-based company
  • Enjoy a fast-paced and changing environment that enables you to juggle many types of projects at once
  • Lead yourself to manage cross-functional teams to deliver on processes for scale
  • Get things done in complex and collaborative environments - we're seeking someone with a project management, prioritization, and operational excellence history.
  • Have deep knowledge of allied teams and function and how to partner effectively with them ( Engineering, IT, etc.)
  • Experienced with relevant tools and systems such as AWS, Android, Linux, scripting languages.
  • Possess interpersonal skills to effectively communicate with teams across the organization to delight, influence, and complete deliverables
  • Strong troubleshooting communication skills
  • Ability to communicate with technical and non-technical stakeholders
  • Strong attention to detail
  • Apply systems thinking with connected devices and the network(s) that support them
  • Basic IPv4 networking, firewalls, Wifi, SSL certificate, and web proxy configurations
  • Understand web architecture
  • Software integrations, package management for deployment
  • Basic knowledge of databases
  • Implement test and integration environments
  • Write technical documentation
  • Ability to work in Linux command line

Bonus Skills

  • DevOps experience is a benefit
  • Experience with Git version control in a production environment
  • Experience with micro-controllers + development platforms using IoT firmware
  • Fluent in at least one scripting language
  • Experience with ITIL

Location

  • Brooklyn HQ office seat available
  • Work from Home arrangements are flexible

StrongArm Technologies is an equal opportunity employer Located in Brooklyn, NY

Apologies, we cannot sponsor H-1B applicants, or overseas applicants at this time.

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Location

The Navy Yard is an exciting and growing tech hub. We have access to New Lab, a food hall, Wegmans, and a diverse selection of eateries on Myrtle ave.

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