Technical Support Manager

Ditto; New York (NY); Remote; USD 80,000 - 120,000; Full time

Job summary

An innovative startup is seeking a Technical Support Manager to lead their global support team and enhance customer service for Fortune 500 clients. This critical role involves developing support workflows, managing operations, and collaborating with various teams to ensure optimal performance. You will play a key part in a fast-growing company that values trust, communication, and continuous improvement, all while embracing diversity in a remote work environment. If you're passionate about technology and customer satisfaction, this is the perfect opportunity for you to make a significant impact.

Benefits

Competitive salary and stock options

Comprehensive health coverage

Flexible spending account (FSA)

Vacation policy

401(k) plan

Office in Atlanta, GA, available for use

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 and ensure customer satisfaction.
• Establish customer service policies and maintain 24/7 support coverage.

Skills

Leadership Skills

Customer Service Management

Data Analysis

Communication Skills

Problem-Solving

Education

Bachelor's degree in Computer Science

Tools

Zendesk

Cloud Infrastructure (AWS, GCP, Azure)

Job description

Join to apply for the Technical Support Manager role at Ditto.

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.

Key Responsibilities:

1. Manage daily operations of the global Support team, ensuring optimal performance and customer satisfaction.
2. Establish customer service policies, standards, and procedures to foster an exceptional service experience.
3. Maintain 24/7 support coverage to meet SLA targets.
4. Collaborate with HR to recruit and retain top Support Engineers talent.
5. Work with Sales, Product Management, and Engineering teams to resolve issues and gather customer feedback.
6. Drive continuous improvement in support platforms and processes.
7. Track and report on customer satisfaction, behavior, and team performance.

Minimum Requirements:

1. Bachelor's degree in Computer Science, Mathematics, or related field.
2. At least 5 years managing a Support team in an infrastructure software company.
3. Experience managing Technical Support Engineers across multiple geographies.
4. Strong understanding of SaaS platforms and Cloud Infrastructure (AWS, GCP, Azure).
5. Excellent leadership and management skills.
6. Familiarity with CRM and support tools like Zendesk.
7. Exceptional communication, interpersonal, and decision-making skills.
8. Ability to analyze data and develop strategies based on insights.

Preferred Qualifications:

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

Benefits:

• Competitive salary and stock options.
• Comprehensive health coverage (medical, dental, vision, life, disability).
• Flexible spending account (FSA), vacation policy, and 401(k).
• Office in Atlanta, GA, available for use.

Join our remote team and explore your career possibilities!

Equal Opportunity Employer: Ditto is committed to diversity and inclusion. We do not discriminate based on race, color, religion, national origin, age, sex, gender identity, sexual orientation, disability, or veteran status. We provide reasonable accommodations for qualified individuals with disabilities.