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Team Lead, Technical Support

Support
New York, United States

Description

Optimove is a global marketing tech company, recognized as a Leader by Forrester and a Challenger by Gartner. We work with some of the world’s most exciting brands, such as Papa John’s, Staples, and Entain, who love our thought-provoking combination of art and science. We recently secured a $75M growth investment, and with a strong product, a proven business, and the DNA of a vibrant, fastly-growing startup – we’re now experiencing yet another growth spurt. It’s the perfect time to join our team of ~400 thinkers and doers across NYC, LDN, TLV, and other locations, where 2 of every 3 managers were promoted from within. Growing your career with Optimove is basically guaranteed.

The Support Team is comprised of Support Engineers around the world, and we act as liaisons between our customers and the technical organization within Optimove. We feel at home working with advanced technologies while keeping it simple and understandable for our outgoing communication to different stakeholders. We own Optimove’s production environment configurations and act as the first responders when technical challenges arise, such as owning escalation management for system wide outages or critical business impact for out customers. 

 

Responsibilities 

  •  Lead & Manage a team of talented Support Engineers (T2 and T3) with various skill sets, to meet demanding SLAs and high quality standards  
  •  Understand and create priority for a team in a high demanding environment 
  •  Define and clearly communicate objectives and goals for the
  • Support team  
  •  Continuously work to improve the team’s KPIs, such as time for resolution and deliver exceptional service to the Business teams 
  •  Track team progress, business outcomes and success, and present results to management 
  •  Gather relevant details and escalate complex problems to internal or external teams for root cause analysis and ultimate resolutions 
  •  Collect feedback and make recommendations for policy and process improvements 
  • Coach team members regularly and help them get to the next level by doing 1on1’s, giving them feedback, and talking about personal goals and future plans 
  • Assist in establishing work procedures and processes that support the company and departmental standards, procedures, and strategic directives 
  •  Develop, implement, and continuously improve process documentation for the support team 
  •  Engage with team and provide coaching, problem solving and enablement where necessary 
  • Assist in troubleshooting support and implementation issues when appropriate 
  • You should be able to talk about technology, even with non-technical people in a clear and coherent way 
  •  Ability to learn quickly in a fast-pasted environment, and come up with creative ideas for improvements 

 

Requirements

Requirements

  • BS/BA degree required in Computer Science, Engineering, Technical Communication, or equivalent work experiences
  •  1+ year people management experience 
  •  3+ year customer service or support experience 
  •  Excellent communication skills, able to engage successfully with a global team of varying levels of seniority 
  • Excellent management, problem-solving and decision-making skills 
  •  Strategic thinking with ability to drive to tactical execution 
  •  Exceptional collaboration and partnership building skills 
  • Strong communication and interpersonal skills with the ability to manage up and lead 
  • Knowledge of Zendesk CRM or equivalent 
  • Knowledge of software troubleshooting techniques with a high focus on first call resolution 
  • Must be authorized to work in the US. We are unable to provide any sponsorships at this time

Preferred

  •  Proven experience working in SaaS company 
  •  Proven experience working in the Marketing-Tech field 
  •  Experience with SQL 
  •  Experience working with: Snowflake, Matillion, Airflow, GCP, ETL tools, and MS SQL 

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