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Technical Support Manager

4 months ago

Sunnyvale, California, United States JFrog Full time

At JFrog, we're reinventing DevOps to help the world's greatest companies innovate -- and we want you along for the ride. This is a special place with a unique combination of brilliance, spirit and just all-around great people. Here, if you're willing to do more, your career can take off. And since software plays a central role in everyone's lives, you'll be part of an important mission. Thousands of customers, including the majority of the Fortune 100, trust JFrog to manage, accelerate, and secure their software delivery from code to production -- a concept we call "liquid software." Wouldn't it be amazing if you could join us in our journey?

We are looking for a Technical Support Manager to lead our top-notch support engineers team. Work with dozens of cutting-edge technologies and leap your career forward Serve as JFrog's technical focal point for customers and collaborate with JFrog's R&D and Sales teams.

As a Technical Support Manager in JFrog you will...

  • Manage day to day operations and provide leadership, mentoring and direction to the Technical Support team.
  • Ensure that customer issues are appropriately logged, researched, and accurately resolved in a timely manner, meeting and exceeding expectations.
  • Ensure proper escalation occurs for unresolved issues and assign appropriate priority.
  • Coach and review team members with regards to adequate performance of their duties, adherence to policies and procedures.
  • Assist in troubleshooting Technical issues and use those opportunities to further mentor the team.
  • Demonstrate hands-on leadership
  • Keep current with the latest technology trends related to Build Engineering at the landscape of Continuous- Integration and delivery
  • Refine and implement the methods, procedures, tools and policies to ensure high-quality service is delivered to customers.
  • Collaborate with relevant internal units within the JFrog such as Sales, Product, Solution Eng, Training etc. Ensure high level of technical knowledge within the technical support team(s).
  • Maintain a knowledge base of known issues and solutions.
  • Proactively identify repeating issues, missing features, customers at risk. Provide feedback to the product development, sales and management teams.
  • Define, measure, and improve on various relevant KPIs, such as response time and resolution time.

To be a Technical Support Manager in JFrog you need...

  • 3-4 years in directly managing a technical support team
  • 4+ years experience with supporting international enterprise customers in the software domain
  • Customer orientation and excellent interpersonal skills
  • Excellent English verbal and written communication skills
  • Experience in Linux - Mandatory.
  • Experience with software support – Mandatory
  • Experience with Continuous Integration tools: CI Server, VCS, Artifactory - Advantage
  • Experience in a system administration or service providing position – Advantage
  • Knowledge / experience with databases, LDAP, Apache httpd, Apache Tomcat - Advantage
  • Development experience (Java knowledge or Platform development) – Advantage
  • Programming/debugging skills are an advantage

WHAT JFROG CAN OFFER...

  • At JFrog, base salary is only one component of our compensation package.
  • This position has a base salary range between $175,000 to $186,000. Base salary will be based on your skills, qualifications, experience and location.
  • This position also includes an equity package of restricted stock units (RSU). In addition, JFrog employees are eligible to participate in our Employee Stock Purchase Plan.
  • JFrog provides employees comprehensive benefits including medical, dental, vision, retirement, wellness and much more
  • JFrog embraces hybrid work: 3 days in office / 2 days remote.
  • Additionally, this role may be eligible for discretionary bonuses or commission payments.

JFrog is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status or any other category protected by law.