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Technical Support Manager

All roles at JumpCloud are Remote unless otherwise specified in the Job Description.
About JumpCloud
JumpCloud® helps IT teams and Managed Service Providers (MSPs) Make Work Happen® by centralizing management of user identities and devices, enabling small and medium-sized enterprises to adopt Zero Trust security models. JumpCloud has been used by more than 200,000 organizations, including GoFundMe, Grab, ClassPass, Beyond Finance, and Foursquare. JumpCloud has raised over $400M from world-class investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike. Our teams are growing fast, too, and we’re looking for talent across engineering, sales, customer success, marketing, product management, and more. Join our team of dedicated, passionate, and creative people who are eager to change the IT industry forever.
About the Role
As a Technical Support Manager for Tier 1, Tier 2, and Tier 3 support you will be responsible for managing and building a world-class team of Customer Support Engineers that can provide an elevated level of support to our highest priority customers.  We are looking for a visionary leader with a growth mindset, empathy, and a relentless drive to exceed customer expectations each and every day. Your team will be distributed across the globe so experience managing a culturally and geographically diverse team is preferred. 
This person will be responsible for day-to-day operations in an omnichannel customer service model (phone, chat, email) which includes coordinating the resolution of high priority cases, partnering with product and engineering on defect management, coaching a talented team of support engineers, and strengthening our processes and tooling designed for scale and efficiency.  People management, project management, and a proven ability to use metrics to measure success are critical in this role. Previous experience managing technical support teams in a SaaS environment is preferred. 
  • Provide day-by-day management for Tier 1, Tier 2, and Tier 3 Support Engineers including: reviewing customer interactions across omni-channel service, leading staff meetings, driving employee development plans, and assisting with escalations for Tier 2 and Tier3
  • Analyze data to drive performance and eliminate friction points for customers  
  • Act as a customer and partner advocate to resolve cases, calls, and chats in accordance with published service levels and correctly categorize their reported issues
  • Strengthen omni-service channels to create a world class experience for customers across phone, chat, and email
  • Collaborate with other Support Managers to ensure an optimal customer experience
  • Review and define processes for case framing, triage, case handoffs, escalations, and next steps for lingering cases or case management  
  • Strive for constant improvement through processes that increase efficiency and consistency for global case responses
  • Develop and execute on key objectives tied to company goals
  • Drive a culture of case reduction and measurable improvement through process, product, documentation, and training enhancements
  • Collaborate with the Customer Success Learning Partner to ensure the support team has access to the tools and training materials to become experts in the support of the product 
  • Partner with the Workplace Planning team to develop shifts, on-call rotations, and schedules that meet the demand of a global customer base
  • Coach and develop support engineers through highly effective 1-1s and growth plans
  • Monitor customer satisfaction via customer surveys, escalations to management, and and performance dashboards
  • Additional duties may be assigned
  • Qualifications:
  • Shift Time: 11:00-20:00 CT Mon-Fri
  • 4+ years of experience in customer support management, preferably supporting a SaaS IT product across a global customer base
  • 7+ years in a technical role supporting IT products
  • 1+ years managing a fully remote team
  • Ability to multitask and pivot when necessary in a fast-paced environment 
  • Excellent communication skills and customer facing abilities
  • Ability to scale and manage omnichannel support services to ensure a seamless experience across phone, chat, and email for all customers.
  • Technical degree or relevant professional experience
  • Ability to make data-driven decisions in line with strategic initiatives
  • Experience motivating high performing teams, building technical support teams, and retaining top talent
  • Familiarly with IT Services, IAM and DaaS a strong plus
  • Project management experience with ability to drive the team through changes in processes and to multitask between daily duties and long-term activities
  • Experience managing remote teams and managing teams in a 24X7 environment a plus
  • Physical Demands: While performing the duties of this Job, the employee is regularly required to talk or hear
  • #LI-PD1
    Where you’ll be working/Location:
    JumpCloud is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.
    You must be located in and authorized to work in the country noted in the job description to be considered for this role. 
    Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don’t go unaddressed.
    Why JumpCloud?  
    If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.  
    One of JumpCloud’s three core values is to “Build Connections.” To us that means creating ” human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed.” – Rajat Bhargava, CEO
    Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud.  Please note JumpCloud is not accepting third party resumes at this time.   
    JumpCloud is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. 
    #LI-Remote #BI-Remote

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