Technical Support Manager
Our culture is collaborative and high-energy. No role here is more important than another — nor more important than our customers. We win as a team and it’s wonderful. And we’re looking to add a talented Technical Support Manager to our Customer Success team immediately.
What you’ll be doing…
As a Technical Support Manager, you will be instrumental in fulfilling a promise to our customers—not just of satisfaction, but of delight. You will be the first point of contact, supporting customers who have questions, requests, or problems related to our web-based SaaS platform. This is a full-time role in our East Austin office, with most of the customer interaction via ZenDesk tickets and email. This is more than just a typical software support role, though; we aim for quality over quantity, with many tickets and interactions spanning hours or days rather than minutes. As a member of a small and fast-growing team, your day-to-day responsibilities may include managing and measuring the support queue itself; creating custom HTML/CSS/JavaScript content from customer specifications; authoring technical knowledge base articles or blog posts; debugging and correcting live code on high-profile customer websites; identifying and reporting product defects to the Engineering team; acting as a customer advocate for feature requests and product improvements; and, of course, maintaining the 100% customer satisfaction rating that we have achieved for nearly 3 years.
You will work closely with a team of customer success managers as their primary technical resource, helping them to build positive customer relationships that lead to annual contract renewals. You will become an expert in the Get Smart Content ecosystem, gaining experience with multiple enterprise marketing and analytics tools along the way. If you are a logical problem solver with moderate web development familiarity and client-facing support experience, then you may be perfect for this role. This is a team-oriented, fast-paced, deadline-driven job for the consultative communicator, creative puzzler, and persistent polymath who wants to peek behind the curtain of the digital marketing and personalization world.
Who you are…
You find satisfaction in making others happy, and you have excellent communication skills. You are flexible, organized, and persistent; you can work independently and manage priorities; you’re also a team player, with the sensitivity, diplomacy, and positivity that requires; and you know how to get sh*t done from Day 1. Further, you love to:
Seek out and solve new problems daily (and ask for help when needed);
Execute top tier support and hands-on troubleshooting;
Think on a strategic level to identify and share customer use cases that promote value and inspire adoption;
Produce customer-facing deliverables and assist with the creation of new resources (use case blueprints, web design templates, knowledge base articles);
Prioritize what’s on your plate and delegate or escalate where appropriate;
Ensure 100% satisfaction with high-value customers; and
Learn constantly!
We also look for these qualities:
2-4 years of software support or implementation experience
Knack for learning, using, and explaining new technology
Strong organization and time management skills with a great attention to detail
Comfort communicating to customers at all levels of an organization via chat, email, and conference calls
Eagerness to learn about customer management and consulting in the enterprise space
Passion for working with customers and learning about marketing technologies and various industry verticals
Technology you have heard of…
You don’t have to be an expert, but you’ll have a much shorter path to success if you are familiar with many of the following:
Content Management Systems
Conditional rules and Boolean logic
CSS Positioning and Stacking Context
JavaScript APIs, event listeners, and cookies
Large data sets
Google Analytics
Tag Management
Eloqua, Marketo, BlueKai
ZenDesk, Jira, Google Docs
Our Perks & Benefits…
Smart, thoughtful team and a culture of teamwork and support
Competitive salary plus equity
Health insurance 100% covered for every employee
Casual, fun work environment; think happy hours, board games, and pets—not kegerators, ping pong, and gong-ringing
Community involvement
Flexible vacation policy