Flatiron Health
Reimagining the infrastructure of cancer care.
New York, NY

Technical Support Manager

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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
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What are Flatiron Health Perks + Benefits

Flatiron Health Benefits Overview

At Flatiron, we are committed to providing our employees with the resources they need, both within and outside of work. This enables them to concentrate their working hours on improving cancer care and accelerating cancer research, while dedicating their non-working hours to everything else life has to offer.

We offer a full range of benefits to support our employees and their families. These benefits include health and wellness, family planning, financial planning and time away.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Hybrid work model
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
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
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Company-wide vacation
Office Perks
Commuter benefits
Free snacks and drinks
Some meals provided
Relocation assistance
Meditation space
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Customized development tracks
Personal development training
Apprenticeship programs

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