Technical Support Manager

Next Gen Tech Team · Boston or Remote, Massachusetts
Department Next Gen Tech Team
Employment Type Full-Time
Minimum Experience Manager/Supervisor

Profitero is at the forefront of the eCommerce revolution, providing the world’s largest brand manufacturers with measurement and analytics that help them optimize their sales & profitability on Amazon, Walmart.com, and other leading eCommerce sites. 

 

Location: The preference is to be based in Boston for a hybrid work from office/ work from home, but would consider remote for qualified candidates in Eastern Time Zone.


Overview:

As a Technical Support Manager and a key member of the engineering leadership team, you will be responsible for setting the strategy and driving Level 2 and Level 3 technical support for our global customers across all product areas within Profitero. You will partner closely with the client success, product, and engineering teams to investigate and resolve customer-reported problems, route system issues to the appropriate engineering teams, and ensure timely resolution, adhering to customer SLAs. You will initially lead a team of up to 6 FTEs located in Eastern Europe, covering support operations for customers in EMEA, APAC, and the US, with a potential to grow the team to ~20 through internal consolidation.


Who you are: 

  • You have 5+ years of Technical Support experience in enterprise B2B applications that feature data, analytics, & insights
  • You have 3+ years of management experience (will manage a team of 6)
  • You have hands-on experience with writing SQL queries
  • You are an expert in JIRA and Zendesk workflow and processes
  • You are obsessed about using metrics and KPIs to demonstrate value delivered
  • You are skillful at communicating to business and commercial teams 
  • You have a high “do to say ratio” and value “achievement over activity” 


What you’ll do:

  • Lead a team of support engineers to triage customer reported issues and identify potential root causes
  • Solve complex, multifaceted technical problems working with the appropriate engineering teams
  • Improve service level efficiencies through process refinements and workflow optimizations
  • Convey timely status on escalated issues
  • Report metrics on quality trends


What you’re good at:

  • Strong application troubleshooting & configuration experience  
  • Strong customer focus, and attention to detail
  • Excellent in communicating to non-technical commercial stakeholders  


Why you want to work at Profitero: 


  • Be part of a company at the forefront of the eCommerce revolution where you will learn a lot and be a catalyst to turbo-charging your skills, experience and career
  • Smart, genuine, and cool people work here 
  • Competitive salary
  • Health, Dental and Vision plan insurance (company pays 80% of premiums)
  • 401k
  • Unlimited PTO

Thank You

Your application was submitted successfully.

  • Location
    Boston or Remote, Massachusetts
  • Department
    Next Gen Tech Team
  • Employment Type
    Full-Time
  • Minimum Experience
    Manager/Supervisor