Technical Support Manager

Job description

inFeedo is looking for a Technical Support Manager who will be responsible for first line of response on all technical support and related communications internally and externally as related to after sales support. The technical support manager is a go-to technical resource for the customer success team by being a cross functional SPOC to drive successful outcomes through live assistance, behind-the-scenes support, and education on technical issues and challenges.

No. of positions: 1

What will you be doing?

1. Technical trouble-shooting: Conducting L1/L2 checks on product issues, bugs before liaising with tech and engineering teams on successful resolution basis defined SLAs.

2. Technical support lead: Provide leadership for technical support team. Guide technical support associates and develop responses for problem identification and resolution. Develop technical support plans, programs, and staffing schedules to ensure adequate coverage is provided to meet customer needs.

3. Reporting: Leadership reporting on SLAs, prioritisation parameters to identify areas of improvement for product and tech teams

Who will you work with?

Sam, Adi, Akshay, Krithi, DV and of course the rest of the jovial inFeedo team.


Requirements


Is this you?

1. Experience:

  • 5+ years of experience in customer support or related technical area in a SaaS company
  • Strong ability to effectively manage a range of simultaneous engagements
  • Innate curiosity, ability to grasp new concepts quickly and build a mental map of any new space
  • Ability to lead in a technical team environment

2. Stakeholder conversations: Extremely strong communication skills to ensure clarity while working with external and internal stakeholders..

3. Punching above their weight: Taking ownership and make do with less.

Brownie Points:

a. Experience in B2B SaaS

b. Any prior engineering experience, however brief

c. Alignment to our core values

What happens after you apply?

  1. Step 1: Within 7 days of your application - which is wholesome, original & expressive - our People Team will reach out to you for a quick chat.
  2. Step 2: Within 4-6 days of chatting with the People Team, you will get a call from someone from your future team to discuss the job role.
  3. Step 3: If all goes well, we’ll schedule a call with your future manager to deep dive into the role with you and for you to show off your skills through a small task.
  4. Step 4: After a quick interaction with the People Team, If our vibes match, a tête-à-tête with the inFeedo's leadership team follows
  5. If we mutually enjoy the 4 steps, we onboard you with a big smile :)
    Note: We’re scaling extremely fast and we’d like to apologize in advance in case there is a delay or miss in this process. It is unintentional.

Our expectations before you click “Apply Now”

At any step, if things don't work out, we proactively send an email. You are welcome to ask for detailed feedback and re-apply in the future. :)

We are an equal opportunity employer and value diversity at inFeedo. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status or education. [Passion>Skills>Education]