Manager, Technical Support

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Skills you'll use

What you'll do

• Manage day-to-day operations of a highly skilled and connected team of support engineers, ensuring the structure and operations of Support Engineering teams meet current and future business needs
• Coach and mentor your team, facilitating the pursuit and expansion of individual and team potential. Provide deliberate development, ensuring everyone has the opportunity to do their best work
• Support change and drive outcomes aligned with global business objectives. Provide support and direction vital for business success, employee satisfaction, and premier customer experience
• Lead projects, programs, and/or initiatives, innovating and iterating to successful outcomes that propel the company forward
• Work collaboratively with Support Managers, collectively accountable for global service level objectives, and engaging problems as a team
• Participate in an on-call rotation
• Serve as a point of contact for customer issues and escalations, ensuring the appropriate resources are engaged for timely action and proper traction
• This role requires
• Have 5+ years experience successfully leading people and teams, and running operations for highly responsive software support
• Can articulate the importance of customer experience and can bring others along on the journey for increasingly positive results, bridging the gap between business needs and technical details

Who can apply

• Can articulate the importance of customer experience and can bring others along on the journey for increasingly positive results, bridging the gap between business needs and technical details
• Demonstrable communication, personnel management, and coaching skills
• Have the ability to gather, analyze and interpret data, paired with a passion to identify, define, and resolve problems
• Have a dedication to supporting the growth and success of the team and peers – we measure managers by their contributions to the success of others and building positive culture
• Familiarity with business systems, especially customer support applications (Salesforce, ServiceCloud, Google Workspace, Tableau, etc.)
• Prior leadership experience in a high tech, fast-growth, SaaS corporate environment with a broad knowledge of technical support functions and operations
• Experience collaborating with multi-functional teams
• Knowledge of software industry trends, specifically in Application Performance Management

About New Relic

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