Technical Systems Manager

| Austin
About the role

The Technical Systems Manager is the point person for maintaining relationships and communication with the vendors who provide all Support, Success, and Sales platforms.


The Technical Systems Manager is responsible for the deployment and maintenance of Evernote’s Customer Experience systems. The Technical Systems Manager compares vendor options and recommends technical solutions. The Technical Systems Manager partners with Operations stakeholders to gather requirements for implementation of technology integration and migration. 


In alignment with company and department level objectives, the Technical Systems Manager identifies opportunities to improve and optimize systems. 

What you’ll do
  • Work with stakeholders to document issues and opportunities related to department level processes
  • Document and maintain Evernote-specific admin processes and procedures related to systems management
  • Troubleshoot production issues related to deployments, systems and processes
  • Facilitate regular vendor meetings and roadmap reviews
  • Manage vendor relationships and facilitates negotiations with vendors
  • Conduct regular assessments of vendor functionality, including department/team usage 
  • Monitor, forecast, and provide regular updates on department systems costs
  • Reference vendor roadmaps and new feature deployments in planning systems and business process improvements to meet department-level objectives
  • Coordinate with stakeholders to review and manage new system deployments
  • Coordinate legal and security reviews
  • Collaborate with stakeholders in developing system requirements
  • Update internal stakeholders on vendor progress during incidents involving Support systems (for example, CRM outages, security incidents involving Support systems, etc.)
What you’ve done
  • Bachelor's degree in Computer Science or related field or equivalent work experience
  • Minimum of 5 years of related experience with customer support technologies
  • Must have a strong understanding of monitoring and provisioning as related to supporting and enhancing systems 
  • Possess a thorough understanding of monitoring and management systems
  • Effective vendor negotiation and management skills
  • Demonstrated critical thinking and analytical skills
  • Excellent verbal and written communication skills
Who you are:
  • You hold yourself accountable for delivering results
  • You work well with teams and help those around you improve
  • You have a growth mindset

We are committed to an inclusive and diverse Evernote. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global Evernote Community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.


California privacy notice: Read our privacy policy for job applicants here.


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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • React NativeLibraries
    • ProseMirrorLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • Google CloudFrameworks
    • KubernetesFrameworks
    • DockerFrameworks
    • AirflowFrameworks
    • BigData TechnologiesFrameworks
    • SplunkFrameworks
    • DataDogFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • SpannerDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • FigmaDesign
    • JIRAManagement

Location

3300 N. Interstate 35 , Austin, TX 78705

An Insider's view of Evernote

What's something quirky about your company?

A quirky thing about Evernote is the level of access provided to company leaders. While a lot of companies have open plan offices, I'm not sure for how many companies that same open spirit infuses communications and interactions. At Evernote, input from employees is encouraged and considered. If you're a member of the Notable Herd, you are heard.

Dewi

Director, Customer Experience

What does your typical day look like?

I help build Evernote's new mobile apps. This entails conversations with Product, QA, and Design to strengthen the feature descriptions. We research tools, and as we're building, test drive our new feature. We put a lot of effort to review our teammates' code and keep our quality and performance high. We have plenty of fun breaks at the office.

José

Software Engineer

How do your team's ideas influence the company's direction?

Our team provides fast and comprehensive service to 200M users worldwide. We educate our customers on our platform features and resolve issues through multiple channels. We raise the voice of our customers and inspire feature creation to make our user's lives easier. By doing this, we increase customer lifetime value and company financial health.

Justina

VP, Global Customer Experience

What are Evernote Perks + Benefits

Culture
Volunteer in Local Community
Partners with Nonprofits
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
Daily Stand Up
Open Door Policy
Team Owned Deliverables
Team Based Strategic Planning
Group Brainstorming Sessions
Pair programming
Open Office Floor Plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly Diverse Management Team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Evernote Corporation has a Section 125 Plan available through Discovery. One debit card is issued per user and can be issued for both FSA and HSA.
Disability Insurance
We offer full benefits (medical, dental, vision, life and disability insurance, and 401K), and cover 100% of the employee premium and 70% of any dependent coverage elected.
Dental Benefits
The dental plan is provided by Guardian Dental PPO.
Vision Benefits
Vision benefits are covered through VSP.
Health Insurance Benefits
We offer full benefits (medical, dental, vision, life and disability insurance, and 401K), and cover 100% of the employee premium and 70% of any dependent coverage elected.
Life Insurance
Evernote makes available Life, Accidental Death and Dismemberment, Short Term and Long Term Disability Insurance for all benefits eligible employees at no cost to the employee, through Cigna.
Wellness Programs
Onsite Gym
Team Workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
The Evernote 401K Profit Sharing Plan is provided through Vanguard and administered by Sequoia Benefits. Employees may participate immediately upon hire and are allowed to change their deferral amount
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family is important to us, and new parents are encouraged to take time off when welcoming a member to the family. We offer 6 weeks of additional paid leave.
Flexible Work Schedule
Company Sponsored Family Events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Free Daily Meals
We provide free breakfast on Wednesday. Employees get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Professional Development Benefits
Diversity Program
Lunch and Learns
Promote from Within

Additional Perks + Benefits

This is a place where your authentic self is celebrated. Our product is built from our passion; we are constantly evolving our business and culture in order to meet the needs of our customers and employees that impact and inspire us everyday!

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