Technical Support Manager

Ditto; Atlanta (GA); Remote; USD 70,000 - 110,000; Full time

Job summary

An innovative firm is seeking a Technical Support Manager to lead their global support team. In this pivotal role, you will optimize support practices to ensure exceptional service for Fortune 500 clients worldwide. Your leadership will drive continual improvements in customer support processes and workflows, while collaborating with internal teams to enhance customer satisfaction. This is an exciting opportunity to join a fast-growing startup poised for a future IPO, where your contributions will make a significant impact on the company's success and customer experience.

Benefits

Competitive salaries

Stock options

Medical coverage

Dental coverage

Vision coverage

Life coverage

Disability coverage

Flexible spending account

Flexible vacation policy

401(k) plan

Qualifications

• 5+ years managing a Support team in an infrastructure software company.
• Strong understanding of SaaS platforms and Cloud Infrastructure.

Responsibilities

• Manage daily operations of the global Support team for optimal performance.
• Develop customer service policies and maintain coverage schedules.

Skills

Leadership Skills

Customer Service Management

Data Analysis

Communication Skills

Decision-Making Skills

Education

Bachelor's degree in Computer Science

Bachelor's degree in Math

Tools

Zendesk

AWS

GCP

Azure

Job description

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About Ditto:

Ditto is on a mission to unleash the full power of edge devices by removing all the plumbing required to build amazing applications. We bridge the digital divide by enabling real-time data synchronization—even when internet connectivity is limited or non-existent. Our peer-to-peer technology is trusted by major customers like Chick-fil-A and Delta Airlines, and we also work closely with the U.S. military on mission-critical connectivity solutions. As a fast-growing startup poised for a future IPO, our team is globally distributed, and our core values are trust, communication, and continuous improvement. We celebrate diversity and strive to create a team that encompasses a wide range of backgrounds, skill sets, and perspectives.

About the role:

As Ditto's Technical Support Manager, you will play an integral role in company operations by leading our support team and optimizing our support practices to deliver industry-leading customer service to our Fortune 500 Customers globally. You will develop and implement support workflows and regularly liaise with internal and external stakeholders.

Responsibilities:

1. Directly manage daily operations of the global Support team, ensuring optimal performance and customer satisfaction.
2. Deliver customer service policies, standards, and procedures to foster exceptional service experience.
3. Maintain round-the-clock coverage schedule to achieve excellence in SLA attainment.
4. Work with HR partners to recruit and retain the best Support Engineer talent.
5. Collaborate internally with Sales, Product Management, and Engineering to expedite issue resolution and capture customer feedback.
6. Drive continual improvement in our customer support platform and processes.
7. Track and report on customer behavior, satisfaction levels, and team performance.

What you'll need:

1. Bachelor's degree in Computer Science, Math, or related fields.
2. 5+ years managing a Support team in an infrastructure software company.
3. Experience managing Technical Support Engineers in multiple geographies.
4. Strong understanding of SaaS platforms and Cloud Infrastructure such as AWS, GCP, and Azure.
5. Excellent leadership and management skills.
6. Familiarity with CRM and customer support software such as Zendesk.
7. Exceptional communication, interpersonal, and decision-making skills.
8. Ability to analyze data and create strategies based on findings.

Nice to haves:

1. Experience supporting edge computing, distributed systems, or networking technology.
2. Confidence in scripting languages such as Bash or Python.
3. Expertise in executive communication and escalation management.
4. Experience with mobile development languages such as Kotlin, Swift, React, and Flutter.
5. Multiple years of experience as a support manager in a high-growth startup.
6. Use of AI technologies in Support environment to optimize workflows and customer experience.

Benefits we offer:

• Competitive salaries
• Stock options
• Medical, dental, vision, life, and disability coverage
• Flexible spending account (FSA)
• Flexible vacation policy
• 401(k) plan
• Office located in Atlanta, GA. Available for team member use.

Come join our remote team and discover the possibilities of your best career!

Equal Opportunity Employer: Ditto is proud to be an equal-opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other legally protected characteristics. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you need assistance or an accommodation due to a disability, please let us know.