Manager, Technical Support

3 weeks ago

Boston, Massachusetts, United States VergeSense Full time

Our Company

The workplace has undergone a complete transformation. Historically, occupancy was consistent; everyone worked in-office five days per week. But post-pandemic, occupancy is inconsistent, unpredictable, and dynamic, as work has become more flexible than ever before. To make decisions with confidence, workplace, CRE, and facilities management leaders need a true understanding of how and when their spaces are used.

VergeSense is the company behind the world's first and only Occupancy Intelligence Platform. Over 200 companies across 45 countries and 100M sqft rely on occupancy intelligence to make confident, fact-based optimization decisions to improve employee experience and decrease costs. VergeSense customers use our platform, which is built on a foundation of the industry's most accurate occupancy sensors, to right-size their portfolio, validate space planning and designs, optimize cleaning operations, and ensure their teams can always find spaces to work.

The Opportunity

VergeSense is looking for a tech-savvy, innovative, and persistent self-starter to join our passionate, customer-facing Solution Design & Delivery Team. This is a unique opportunity to support IoT and SaaS solutions at scale across a global portfolio of enterprise customers and partners.

As the Manager of our Support Team, you will play a key role in managing our Support Team and strategy. The ideal candidate excels at both day-to-day technical support as well as building scalable support frameworks, processes, tools, and partnerships. We're looking for an individual who embraces jumping in and handling tickets alongside the team. If you are customer-obsessed, love to build, and are looking for a growth opportunity, we would love to hear from you

What You'll Do

Team leadership


•Manage, mentor, and empower a growing team of Support Specialists and a network of 3rd-party service partners.


•Ensure that direct reports have the resources, information, and processes (troubleshooting checklists, etc.) necessary to deliver effective technical solutions to our customers.


•Monitor and drive key measures of success including Customer satisfaction (CSAT) scores, response times, first contact resolution rate, and average resolution time.

Strategic planning


•Develop, refine, and scale our Customer Support framework and strategy alongside your regional Team LeadsSet team goals and cadence, while working with leadership to execute strategic initiatives to scale our support capabilities.


•Effectively represent the Support department with cross-organizational peers to deliver against organizational objectives.


•Identify trends in customer requests and product performance and share those trends with Product and Engineering Teams to drive continuous improvement to our products and customer experience.

Subject matter expertise and training


•Become a subject matter expert on the VergeSense platform including all technical aspects (hardware, cloud software, APIs, wireless gateways, networking topology, etc).


•Work with the team to keep our systems and Knowledge Base updated including articles on troubleshooting and how to use the VergeSense platform.


•Ensure the delivery of both high-quality technical training as well as soft-skills training for direct reports and members of the Support team.

Operations


•Develop and maintain Support procedures, tech stack, and policies.


•Work cross-functionally with our Product team to create and improve technical support tools.

Customer Support


•Serve as an escalation point for inbound technical support tickets (via phone, email, and chat).


•Coordinate escalations with our Engineering and Customer Success teams.

What You'll Need


•5 years of experience managing technical support professionals in a 24/5 model ideally with a global company dealing with IoT hardware and/or SaaS solutions for large enterprise customers


•Ability to mentor and retain high-performing support professionals


•Ability to successfully communicate and coordinate with departments across the organization including Sales, Customer Success, Engineering, and Product Management.


•General understanding of technical areas & skills in the following areas:

-Networking, network security, design and planning

-Enterprise network management tools

-TCP/IP, Routing & Networking

-Security Protocols

-VLAN & VPN

-PoE and other wiring standards

-Enterprise-grade WLAN

-Mesh networks


•Ability to reproduce customer setups locally to troubleshoot familiarity with IoT hardware installations, including basic telemetry metrics and reports.


•Experience with support ticket management system, (we use Zendesk and integrated tightly into JIRA and Salesforce) and are an expert in the optimization of such systems.


•Strong and excellent communicator (verbal, written, and interpersonal) both internally and with enterprise customers.


•You are a builder at heart You embrace opportunities to lead and invent new, better ways of doing things.


•You are highly organized and can juggle multiple competing priorities and tasks while being accountable to tight deadlines.


•You are resilient embrace new challenges and thrive in a fast-paced environment. You can occasionally work outside of business hours to support global team members and customers across multiple time zones.


•Travel: Travel is not required, but may be offered for off-sites or customer visits.

Benefits


• A high-impact role in an emerging industry leader


• Competitive compensation and equity


• Employer-sponsored medical


• Dental and vision insurance (dependent on location)


• Open Vacation policy: take time off when you need it

We value people from all walks of life who exhibit kindness, curiosity, discipline, humility, and passion to excel at what they do. If you would like to contribute to our team, we encourage you to apply.

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