Technical Support Manager

Customer Support Team (L2) · Maidenhead, Berkshire
Department Customer Support Team (L2)
Employment Type Full-Time
Minimum Experience Manager/Supervisor

About Profitero


Profitero is a leading global SaaS company that provides actionable eCommerce insights to 4,000 consumer brands, including Adidas, Kraft-Heinz, L’Oreal and General Mills. Using our daily data and analytics, brands can optimize their assortment, content, search placement, pricing and reviews across 600+ retailer websites spanning 50+ countries, helping them outgrow competitors by 70%, on average. 


News outlets, including Good Morning AmericaThe Wall Street Journal and Ad Age frequently cite and trust Profitero as a source of data for their stories. With $20 million in new capital raised in 2020, we’re ready to take our company to new heights and revolutionize eCommerce in the process.


Overview:


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. 


We’re more than doubling our eCommerce business every year and looking for smart people to join us.  We are looking to hire a talented Technical Support Manager to join our Global team, if you're hard-working and dedicated, Profitero is a great place to grow your career!


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.


Location: Maidenhead 

Hours: Full-time

Reports to: CTO


Responsibilities:


  • 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


Qualification and Skills:


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


Essential Skills:


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


The above lists are not exhaustive and the job holder is required to undertake such duties as may reasonably be requested within the scope of the post.


Company benefits:


We want our employees to have an opportunity to share in the financial and entrepreneurial success that results from our dedication to service excellence, high-quality deliverables and unparalleled client experience. Profitero is a company that cares about its employees. As a company we feel that as our employees are always going the extra mile, so should we and that’s why we offer fantastic benefit packages to all our employees, including:


  • 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!
  • Employee healthcare plan
  • Dental care plan
  • Eye care scheme
  • 24-hour online GP service
  • Employee Assisted Programme (EAP)
  • Company pension scheme
  • Tax-free childcare scheme
  • Cycle to work scheme
  • 25 days holiday plus bank holidays
  • Gym membership 
  • Frequent social events
  • Employee referral program
  • Personal employee development plan 
  • Profitero Hero scheme 
  • Flexible working hours

The job holder must at all times carry out their responsibilities with due regard to the following -

  • Company policies/procedures 
  • The Data protection Act - GDPR 2018


Profitero is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive fair consideration for employment. Profitero recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected characteristics as required by applicable law.

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  • Location
    Maidenhead, Berkshire
  • Department
    Customer Support Team (L2)
  • Employment Type
    Full-Time
  • Minimum Experience
    Manager/Supervisor