Technical Support Manager
Flatiron’s mission is to serve cancer patients and our customers by dramatically improving treatment and accelerating research. Our company is building a disruptive, oncology-specific software platform that connects cancer centers across the world on a common technology infrastructure to address key healthcare challenges. The Technical Support Engineering team works closely with our customer-facing teams and bridges the gap between the customer, product, and engineering. This team therefore is highly collaborative, and focuses on ensuring an improved user experience by tackling high impact issues and driving resolution of technical escalations.
We are looking for a Technical Support Engineering Manager to lead and manage this team. You would develop a deep understanding of user-facing technical issues/bugs and work with the team to solve users' problems. At a high-level, you would also develop the goals, structures, and processes to help the team be successful. As a manager, you are motivated by working with team members to guide, coach, and serve them – making sure to to keep the team happy and productive.
This role reports to the Director of Support & Training Operations and helps to ensure consistency in our processes across customer support and drive the overall team strategy. The role also works closely with the other customer success managers to anticipate, articulate and resolve user issues effectively.
Responsibilities:
- Manage the day-to-day workflows of 3-5 Technical Support Engineers, including task assignment, bug prioritization, metrics tracking and timely case resolution
- Quickly diagnose escalated/complex issues for resolution by the team or ensure the issues are transferred to the appropriate team for follow up
- Provide guided performance feedback, coaching in career development, and support team members through their customer service approach
- Design processes and structures to enable the team, and broader Customer Support, to work effectively and efficiently
- Mentor and develop team members in growing their technical and personal skills
- Work closely with the support team leaders to build and strengthen the overall customer support and customer success organization
- Engage in cross-functional collaboration to maintain open communication channels and drive strategic initiatives between customer support, engineering, and product teams
- Ensure proper management and documentation of all work performed, as part of ticket queue management
- Travel occasionally (approximately once per quarter, for 1-4 days at a time) to work with clients
Requirements:
- Previous professional experience in a customer support role and in the technology space
- At least 3 years experience managing a customer service/technical team of 5+ members
- Basic to moderate experience with web applications,relational databases , and basic networking
- Comfortable writing and troubleshooting SQL database queries
- Basic to moderate experience reading and interpreting HTML, CSS, and javascript
- Experience working in CRM and ticketing systems (e.g., Salesforce, Zendesk, Jira)
- Proven ability to define, execute and measure quarterly goals, objectives and productivity metrics
- Ability to work independently as well as in a team and cross-functional environment
- Strong written and communication skills, specifically with the ability to explain and articulate technical issues and guidance in easy to understand language
- Attention to detail, excellent organizational and time management skills
- Strong love for learning and a commitment to improvement
Nice to Have:
- Experience in SaaS and complex technology solutions
- Previous professional experience working with agile scrum software engineering teams
- Experience with C#, Java, Python, Ruby or other OO language
- Understanding of complete, modern hosting stacks
- Experience with IaaS solutions, such as AWS