Manager, Technical Support Engineering

| Greater NYC Area | Remote | Hybrid
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Company Description

Hyperscience modernizes mission-critical processes and operations for the world's largest organizations and government agencies. Since 2014, Hyperscience’s automation technology has helped data-centric companies parse through vast amounts of unstructured inputs and raw information to get to swifter and smarter business outcomes. Through the Hyperscience Platform, enterprises are empowered to transform their operations, and drive operational efficiency as well as human productivity by fully unlocking the power of their data.


Ranked on the Inc. Fastest-Growing Company List, Hyperscience has raised $190M from investors including Tiger Global, BOND, Bessemer Venture Partners, Stripes, and FirstMark. The company has consistently been recognized as one of the best places to work with a collaborative and innovative culture and best-in-class benefits.


The company has a global footprint with offices in New York City, Sofia, Bulgaria, Toronto, Canada, and London, UK.


Job Description

The Technical Support Engineering team at Hyperscience provides Level 1 support to customers through various channels during Hyperscience implementation and post-launch periods. Team members are responsible for resolving trouble tickets, responding to inquiries, and escalating reliability and performance issues to maximize customer satisfaction and utilization of the Hyperscience platform.


As Technical Support Manager, you and your team will work with Site Reliability Engineering, Application/ML Engineering, DevOps/CloudOps, and other teams across the organization to ensure all customer SLAs are met. You will help develop and improve standard operating procedures, performance metrics, and feedback mechanisms to enable the Technical Support team to continue to scale. You will be expected to operate as both a player and a coach, performing support tasks and establishing yourself as a Hyperscience Platform expert while mentoring and growing a team of Technical Support Engineers around you.


As Technical Support Manager, your objective is to create a true Center of Excellence for our customers and be a role model for your team and other support professionals across the organization. 

Responsibilities 

Responsibilities

  • Establish and maintain expertise in supporting the Hyperscience platform by completing support requests.
  • Lead and scale a team of Technical Support Engineers.
  • Provide world-class customer experience by delivering satisfaction to each case for every customer and channel partner.
  • Increase % of tickets resolved at Level 1 to meet departmental goals.
  • Oversee telephone, screen sharing, and ticket-based (e.g., Zendesk, JIRA) support to troubleshoot issues with our customers and ensure Hyperscience staff are following all data security compliance policies.
  • Remain current with Hyperscience’s product functions and features and with related technologies in our ecosystem.
  • Monitor and report on SLA support compliance and contract support term deviation from our standards, working with Customer Success teams to modify and amend as appropriate.
  • Facilitate partnership with System Reliability Engineering, CloudOps, and Engineering teams for continuous Technical Support and Platform improvement.
  • Coordinate and manage global support rotation across the department to meet contractual SLA’s for priority tickets 24x7x365.
  • Manage escalations and connect with executive stakeholders, partnering with peers across the organization.
  • Ensure team documents findings to maintain Hyperscience’s support knowledge base properly, and ensure it is utilized effectively and maintained and expanded over time. 

Qualifications

  • 5+ years global experience in a technical support or helpdesk role supporting packaged enterprise and/or cloud-hosted software for external customers with at least 2 years in a managerial role.
  • Experience with Linux system administration, container technology, and services-oriented or distributed systems architecture solutions.
  • Experience leading and executing process definition and improvement within a support organization.
  • Track record of building effective partnerships with clients’ IT teams.
  • Strong verbal and written communications skills.
  • Excellent attention to detail.
  • Curious and able to troubleshoot challenges related to improving support organizations and specific incident management, prioritizing an excellent experience for the customer.
  • Experience with LDAP and SSO platforms.
  • Knowledge of database configuration and troubleshooting: Oracle, MSSQL, PostgreSQL.
  • Experience supporting FED (US Federal) or SLED (State and Local governments and Higher Education) customers and partners a plus.
  • Experience with Docker a plus.
  • Experience supporting both on-premise and SaaS solutions.
  • Experience with file store management a plus.
  • Experience with machine learning products is a plus.
  • Experience with Python is a plus.



Benefits

- Top notch healthcare for you and your family

- 30 days of paid leave annually to help nurture work-life symbiosis

- A 100% 401(k) match for up to 6% of your annual salary

- Stock Options

- Wellness stipend

- Pre-tax transportation and commuter benefits

- 6-month parental leave (or double salary to pay for your partner's unpaid leave)

- Free travel for any person accompanying a breastfeeding mother and her baby on a business trip

- A dependent care stipend up to $3,000 per month, per child, under the age of 21 for a maximum of $6,000 per month total

- Daily catered lunch, snacks, and drinks

- Budget to attend conferences, train, and further your education

- $1,000 one-time-use WFH stipend and $75 monthly WFH stipend

- Relocation assistance


We are an equal opportunity employer. We welcome people of different backgrounds, experiences, abilities and perspectives. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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Location

Our New York City office is located on the 45th Floor of One World Trade. Incredible views, open floor plan, and minutes from the Subway & PATH.

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