Manager, Technical Support

Seattle, WA

Support – Technical Support /

Full-Time /

Remote

The Role

This Manager is accountable for building and leading a team of Technical Support Engineers who serve our customers, manage escalations, mentor and provide assistance to the rest of the support organization as well as lead with bug identification, release rollouts and partnership with engineering. This position is an integral part of Outreach’s long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.

Location: This person will need to work PST hours regardless of location.

Your Daily Adventures Will Include

Develop and lead a team of Technical Support Engineers, providing enterprise-level, world-class customer support, servicing customers and internal teams
People management responsibilities, including recruiting, career development, performance management
Identify patterns and trends in tickets to resolve issues holistically
Manage daily incoming workload and backlog
Work directly with customers on escalations, manage expectations, internal and external communication and be a resource and guide for TSEs ensuring an optimal and timely resolution.
Root cause analysis
Advocate/manage needed changes in product
Manage to KPIs, including quality, process and procedures
Lead the TSE team in mentoring and coaching the rest of the Support team
Partner with engineering and product management to manage critical situations and incidents proactively and reactively

Contacts