Technical Support Manager
The Role:
The Technical Support Manager will join our Engineering team as we expand the footprint of AlertMedia products and services and rapidly scale up the number of customers we serve. This role is critical to our success, collaborating with our Customer Success team to provide a variety of technical support services for all AlertMedia products. The Technical Support manager will manage the Customer Response Team (CRT) and will share best practices and be responsible for the career growth and mentoring of engineers on the team.
Who you are:
When people describe you, they use words like helpful, persistent, organized, and dedicated. You are as comfortable breaking down a complex technical concept for a less tech-savvy co-worker as you are digging into code and getting to the root of a problem. You love the inherent variety of technical support and have grown into a leader who can oversee the workload of a whole team and keep tabs on all the details and priorities. You do all of this while acquiring deep product knowledge and being able to mentor and develop the members of your team. Service comes naturally to you and you’re always thinking about how to better support your customers. Above all, you get great satisfaction from working together with a team to have a direct impact on our customers' success.
Who we are:
AlertMedia is leading the evolution of employee safety for a modern workforce. We offer the most intuitive emergency communication software on the market with fully integrated threat warnings and employee safety monitoring. We believe any organization can improve safety and business outcomes during critical events by quickly identifying threats and simplifying fast, reliable communication to impacted audiences. We are headquartered in Austin, TX, and trusted by thousands of customers in over 100 countries—including DHL, British Petroleum, SurveyMonkey, and Walmart—to keep their people safe and connected anytime, anywhere.
We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values.
Come join us in our mission to save lives and minimize loss through effective communication.
This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com.
What you will do:
- Work with the Customer Success team and Customer Response Team engineers to deliver exceptional support for a variety of onboarding and technical issues
- Mentor CRT team members and provide opportunities for them to grow their skills and experience
- Oversee the technical support process and work with the Product and Engineering managers to prioritize and deliver bug fixes
- Act as a player-coach by assisting the team with issue resolution
- Monitor help ticket resolution and report metrics
- Manage technical onboarding processes
- Work closely with talented engineering & customer success teams to identify opportunities for tooling or automation to support managing customer accounts
Requirements:
- 5 years of experience in a technical support or development role with a SaaS company, preferably as a thought-leader or mentor on a team
- 2 years in a management/lead role with current technical experience
- Experience with managing and monitoring help tickets
- Hands-on experience in a cloud environment, AWS experience preferred
- Experience working with REST APIs and SQL database required
- Experience with Python and/or JavaScript a plus, or any technical scripting or programming experience
- The ability and desire to work in a fast-paced challenging environment
- Outstanding communication skills and ability to effectively work cross-functionally
- This position is not eligible for visa sponsorship
- Position is open for remote location except for in the following states: Alaska, Colorado, Louisiana, Mississippi, Montana, North Dakota, Oregon, Rhode Island, Washington, West Virginia, US territories
- This position is not eligible for visa sponsorship
What we offer:
- Base salary + Company-Wide Bonus program
- Competitive PTO + holidays to enjoy balance
- Health benefits - Medical, Dental, Vision and Life Insurance 100% paid for employees
- Amazing rewards and incentives
- An exciting and positive work environment
- Commitment to community service with opportunities to give back
- A Best Places to Work company 5 years in a row
AlertMedia is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
AlertMedia does not currently sponsor applicants for work visas.