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Job Description
Ditto is seeking a Technical Support Manager to lead its global support team and optimize support practices. The Technical Support Manager will play a crucial role in company operations, delivering industry-leading customer service to Fortune 500 customers. This role involves developing and implementing support workflows, liaising with internal and external stakeholders, and ensuring optimal team performance and customer satisfaction.
Responsibilities:
- Directly manage daily operations of the global Support team.
- Deliver customer service policies, standards, and procedures.
- Maintain round-the-clock coverage schedule.
- Collaborate with HR to recruit and retain Support Engineer talent.
- Work with Sales, Product Management, and Engineering to expedite issue resolution.
- Drive continual improvement in the customer support platform and processes.
- Track and report on customer behavior, satisfaction levels, and team performance.
Requirements:
- Bachelor's degree in Computer Science, Maths, or related fields.
- 5+ years managing a Support team in an infrastructure software company.
- Experience managing Technical Support Engineers in multiple geographies.
- Strong understanding of SaaS platforms and Cloud Infrastructure (AWS, GCP, Azure).
- Excellent leadership and management skills.
- Familiarity with CRM and customer support software such as Zendesk.
- Exceptional communication, interpersonal, and decision-making skills.
- Ability to analyze data and create strategies based on findings.
Benefits:
- Competitive salaries
- Stock options
- Medical, dental, vision, life, and disability coverage
- Flexible spending account (FSA)
- Flexible vacation policy
- 401(k) plan
