Technical Support Engineering Manager at Leanplum
Sofia, BG
About Leanplum
 
Leanplum is a mobile engagement platform that helps forward-looking brands like Grab, Tinder, and Tesco meet the real-time needs of their customers. By transforming data into an understanding of users’ needs and wants, our platform delivers unified experiences that are timely, tested, and relevant — building the customer loyalty that fuels business growth. Founded in San Francisco, Leanplum has offices across North America, Europe, and Asia, and has received more than $98 million in funding from leading Silicon Valley Venture Capital firms. Leanplum has also been recognized as Fortune’s Best Companies to Work For and Entrepreneur’s Best Entrepreneurial Companies in America. Download the media kit and learn more at www.leanplum.com.
 
About Thе Role
The Manager, Technical Support will be responsible for hiring and managing a technical support team, with a strong focus on technical and customer facing skills, dealing with escalations and people management. The ideal candidate will have a strong understanding of support processes and mobile technologies. This support team’s hours of operation will be between 12pm to 9pm Sofia time.
The ideal candidate will help the team provide innovative solutions to complex issues, meet customer SLA's, maintaining open communication with other internal teams and strive for exceptional customer satisfaction. The Manager, Technical Support will report to the Director of Global Support located in San Francisco.

Responsibilities

    • Manage a team of tier 1 and tier 2 support engineers and act as the point of escalation to resolve critical client issues.
    • Collaborate with other Support Managers to balance workload and implement new/existing processes.
    • Collaborate with the support leadership team on the strategy and execution of the technical support team roadmap.
    • Work very closely with CSMs and CSM leadership on topics such as issue escalation, client communication and prioritization.
    • Provide feedback to the product and engineering team based on customer tickets, such as new features, and improvements.
    • Liaise with other departments to identify strategic accounts requiring extended support for advanced issues or assistance with special implementation projects
    • Manage the team and individual performance, technical and skills development

Requirements

    • College degree (CS degree preferred)
    • 5+ years of hands on experience in a technical environment with proven troubleshooting skills
    • 3+ years experience as a manager of a technical support team in a SaaS or startup environment
    • Excellent communication skills & strong customer focus
    • Strong technical and problem solving skills with a demonstrated ability to understand complex problems and implement actionable solutions
    • Ability to build and mentor support engineers
    • Experience with Zendesk and Jira
    • Bachelor’s degree in Computer Science, Information Technology, or relevant work experience
    • Comfortable with dynamic environments

Benefits & Perks

      • Iconic Office location in Sofia
      • Lunch & dinner provided
      • Eligible for a Health Insurance
      • Sport and physical activities membership
      • Peer bonus system
      • Travel opportunities to meet your peers (business trips & retreats)
      • Company retreats
      • Cell phone bill coverage
 
Build more than a Career. Create Meaning.
Leanplum is an equal employment opportunity employer for all applicants and employees.  We do not unlawfully discriminate on the basis of race, color, religion, sex (including  pregnancy, childbirth, or related medical conditions), gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by applicable local, state, or federal laws. When necessary, we also make reasonable accommodations for disabled employees and for pregnant employees who request an accommodation, with the advice of their health care providers, for pregnancy, childbirth, or related medical conditions.