Technical Support Manager

Ditto; Philadelphia (Philadelphia County); 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. In this pivotal role, you will optimize support practices to deliver exceptional service to Fortune 500 customers. You will collaborate with various departments to enhance customer satisfaction and drive continuous improvement in support processes. This position offers a unique opportunity to work in a fast-paced environment, where your leadership and technical skills will directly impact the company's success. Join a diverse team committed to bridging the digital divide and revolutionizing edge device applications.

Benefits

Competitive salaries and stock options

Comprehensive health coverage

Flexible spending account (FSA)

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 for optimal performance.
• Implement customer service policies and maintain 24/7 coverage.

Skills

Leadership

Customer Service

Communication Skills

Data Analysis

Technical Support Management

SaaS Platforms

Cloud Infrastructure

Education

Bachelor's degree in Computer Science

Bachelor's degree in Mathematics

Tools

Zendesk

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.

Responsibilities:

1. Manage daily operations of the global Support team, ensuring optimal performance and customer satisfaction.
2. Implement customer service policies, standards, and procedures to foster an exceptional service experience.
3. Maintain 24/7 coverage schedule to achieve SLA goals.
4. Collaborate with HR to recruit and retain top Support Engineer talent.
5. Work with Sales, Product Management, and Engineering to expedite issue resolution 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 qualifications:

• Bachelor's degree in Computer Science, Mathematics, or related fields.
• 5+ years managing a Support team in an infrastructure software company.
• Experience managing Technical Support Engineers across multiple geographies.
• Strong understanding of SaaS platforms and Cloud Infrastructure (AWS, GCP, Azure).
• Excellent leadership and management skills.
• Familiarity with CRM and support software like Zendesk.
• Exceptional communication, interpersonal, and decision-making skills.
• Ability to analyze data and develop strategies.

Preferred skills:

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

Benefits:

• Competitive salaries and stock options.
• Comprehensive health coverage (medical, dental, vision, life, disability).
• Flexible spending account (FSA) and vacation policy.
• 401(k) plan.
• 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, disability, genetic information, veteran status, gender identity, sexual orientation, or other legally protected characteristics. We provide reasonable accommodations for individuals with disabilities. Please contact us if you need assistance.