Technical Support Manager

| Hybrid
Sorry, this job was removed at 8:30 p.m. (EST) on Monday, July 2, 2018
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Job Type: Full Time

Min. Experience: Experienced

Who we are:

We are Dataminr; we transform vast social media feeds into real-time, actionable alerts. Our clients are the first to know about high-impact events and critical breaking information, enabling them to act faster and stay one step ahead.

Our groundbreaking technology detects, classifies, and determines the significance of public information. We have revolutionized the way relevant information reaches the right people in corporate security, news, the public sector, and finance.

Along the way, we've been referred to as the “super tool of journalists and hedge funds” while also receiving numerous awards and accolades from our clients, including being recognized by CNBC as one of the world’s 50 most disruptive private technology companies in 2016 and being named to the definitive list of the top 100 private cloud companies in the world by Forbes in 2017.

Based in NYC, a career at Dataminr offers the ability to make an individual impact at a rapidly growing tech startup while being supported by the experience of a company founded in 2009, backed by the world’s leading venture and growth technology investors, and 400 talented employees around the globe.

Who you are:

You're an experienced leader of technical support teams with a proven track record of delivering exceptional customer support experiences. You are hands-on with a technical background, and love a fast-paced agile environment where you’ll do everything from troubleshooting customer issues, to coaching your team, to performing analysis and long-term planning. You have a focus on operations, and love creating the standards, systems, and processes to scale support and measure effectiveness. You will use your creativity and passion for customer success to motivate your team to delight every customer. You are excited to manage and build a growing team of worldwide technical support engineers, and support our customers that rely on Dataminr as a critical part of their operations!

Responsibilities:

  • Own the technical support experience for Dataminr customers in all verticals
  • Lead and manage a team of globally-distributed Technical Support Engineers
  • Ensure customer service excellence and guaranteed response times by actively monitoring support tickets to ensure resolution in a timely and comprehensive manner
  • Create and maintain reporting tools to drive performance improvements
  • Partner with the training team to maintain internal and customer-facing technical documentation
  • Partner with operations to administer the support ticketing system and create standardized processes
  • Closely follow product development and ensure the support team is ready for new features and product launches
  • Track trending issues and advocate within Dataminr for product reliability and ease of use
  • Act as a point of escalation and guide troubleshooting efforts across all Dataminr products
  • Spend time every week directly helping customers

Desired Skills and Experience:

  • Three years managing technical support professionals, and a minimum of five years of experience in a technical support role, preferably serving enterprise customers
  • Ability to effectively manage and coordinate remote personnel
  • Experience using and administering Zendesk, or similar support systems
  • Understanding of HTML5, CSS3, Javascript, and/or Java a plus, including the ability to inspect and diagnose issues in web applications
  • Domain expertise in customer verticals a plus
  • Excellent written and verbal communication skills
  • Self-motivated and an ability to handle multiple competing priorities in a fast-paced environment
  • Experience authoring, structuring and administering knowledge bases

The way we work:

To maintain our momentum, we need a talented, diverse team of people committed to the idea that real-time information can be a force for good in the world.

  • We take initiative, ownership, and are accountable.
  • We work urgently and thoughtfully and are driven to constantly improve.
  • We share knowledge, consider varied perspectives, and assume positive intent.
  • We are commercially minded and deliver measurable results.
  • We maintain a sense of humor and humility.

Our offering of competitive benefits and perks include:

  • Company paid benefits for employees and their dependents, such as medical, dental, vision, disability and life
  • Flexible spending account to be used for out-of-pocket medical, transit, parking and dependent care expenses
  • 401(k) savings plan
  • Generous leave
  • Daily catered lunch with bi-monthly company dinner outing
  • Snack area with beverages
  • Discounted Gym Membership

Dataminr is an equal opportunity and affirmative action employer. Individuals seeking employment at Dataminr are considered without regards to race, sex, color, creed, religion, national origin, age, disability, genetics, marital status, pregnancy, unemployment status, sexual orientation, citizenship status or veteran status.


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Location

You'll find our open-floor New York office just blocks away from Grand Central and Penn Station, complete with daily catered meals and a fully stocked kitchen.

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