Plivo is a cloud communications platform that empowers businesses to connect, engage and interact with their customers in a more efficient and meaningful way. 

Plivo’s mission is to simplify business communications. Thousands of businesses around the globe including IBM, Workday, Godaddy, and Lifesize rely on Plivo to power their voice and SMS communications at global scale.

Founded in 2011, Plivo has over 180 employees across its US and India offices. Plivo is part of YCombinator and is backed by prominent investors, including Andreessen Horowitz and Battery Ventures. 

Plivo has been profitable for the past four years, an unusual milestone for companies of this scale. Plivo’s success has landed it among the leading, global CPaaS (Communications Platform as a Service) companies and at the cutting edge of the CPaaS sector, which is estimated to grow to $10.9 billion by 2022.

Plivo is expanding to Austin, TX and is looking for an experienced technical lead to manage a dynamic team, oversee the support delivery, talent management and customer satisfaction. This role is responsible for managing and developing some of the brightest technical talents which drive customer satisfaction and product support which is critical to Plivo's success.

As part of the role, you will:

• Lead, schedule, and coordinate daily work, meetings, and projects relevant to the team and unit.
• Train and coach engineers on an ongoing basis.
• Drive support excellence initiatives to enhance the customer's support experience.
• Provide feedback on an ongoing basis and coach engineers on improving communication skills, technical ability, and speed of customer and internal deliverables.
• Be responsible to assess employees’ performance on a regular basis.
• Ensure team members develop their professional skills through active participation in relevant events, training, mentoring, and communities.
• Work with our Product Management and Engineering teams to identify and drive improvements in our existing products.
• Investigate, troubleshoot, diagnose and resolve technical issues for customers.
• Focus on customer satisfaction, technical proficiency, timeliness of support delivery, and understanding customer needs around speed, quality, and value.
• Manage high priority escalations with finesse. Take charge of the situation at your level and respond to escalated customer cases in a timely manner, ensuring appropriate resources are assigned; engage directly with customers, internal escalation/ engineering teams, upper management, and ensure robust status communication

REQUIREMENT

• Minimum 2+ years of people management experience managing diverse teams, headcount & staffing plans.
• Minimum 5+ years of support or technical service delivery experience to global customers.
• Proven ability to troubleshoot and debug software, understand customer requirements and workflow, and resolve complex technical issues.
• Understanding on fundamentals of SQL, Networking (TCP/IP), and HTTP.
• Understanding and hands-on on at least one of the programming languages (Ruby, Python, PHP, Java, DotNet).
• Knowledge of Linux commands is a plus.
• Obsessed with customer support and delighting the customers.
• Willing to work on weekends.

Perks and Benefits

• Ownership driven culture
• Company-paid medical insurance
• Health, vision and 401K benefits
• Generous vacation policy