Support Engineering and Incident Manager

2 weeks ago

Scottsdale, United States Karbon Full time

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 16 hours per week, per employee. We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada and the United Kingdom. We are well-funded, ranked #1 on G2, have a fantastic team culture, are growing rapidly, and making a global impact. We are seeking a Support Engineering and Incident Manager to lead our technical help desk, manage global support teams, and oversee incident resolution. Your role will involve balancing immediate technical troubleshooting with long-term solutions, fostering a productive team environment, and ensuring continuous service improvement. Ideal candidates will excel in dynamic settings, prioritize effectively, and champion a culture of excellence and inclusivity. About this role Leading a team of global Support Engineers, some of your main responsibilities will include: Leadership and Oversight:

Spearhead our support engineering help desk, providing unwavering support to the Customer Team and operational agents, enabling them to resolve customer issues with precision and care. Global Team Management:

Direct a worldwide team of support engineers, utilizing a follow-the-sun model to ensure uninterrupted service and support around the clock. Agile Practices : Facilitate team ceremonies and efficiently manage backlogs, embodying agile principles to enhance team performance and product delivery. Priority Management:

Masterfully manage priorities, finding the perfect equilibrium between addressing immediate issues and tackling the root causes to prevent future occurrences. About You Candidates with the following characteristics and experience are encouraged to apply: Demonstrated experience in leading the technical support desk in an Agile environment. Experience leading and coordinating geographically distributed teams across different time zones. Proven ability to lead war-rooms, facilitate workshops or meetings, and build relationships with key stakeholders across functional disciplines. Strong written and verbal communications skills. Excellent problem-solving skills with lateral thinking. Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role

When we look for talent to join our team, we want unique, creative, and amazing people that align with values, and help us build a world-class product and company. Diversity and inclusion are fundamental to who we are, and what has always made us tick. We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions, that may hinder inclusion in the organization. Generally, if you are a good person, we want to talk to you. If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at people.support@karbonhq.com for a confidential discussion. At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you Are you a Citizen or Permanent Resident of Australia or New Zealand?

* -- Karbon provides equal opportunities for employment. We base employment decisions on merit, considering qualifications, skills, performance and achievements, and we do not tolerate discrimination against any employee or applicant for employment based on non-work related personal characteristics, such as race, color, religion, sex (including pregnancy, childbirth, or related medical conditions, as well as breastfeeding needs), gender, sexual orientation, gender identity or expression, transgender status, national origin, ethnic origin, social origin, family or marital status, age, disability (physical or mental), medical condition, genetic information, veteran status or military service. We provide reasonable accommodation to qualified individuals with a disability as well as individuals with needs related to their religious observance or practice. We invite you to fill out our demographic questionnaire. Your responses, should you choose to provide them, will be utilized solely to enhance our hiring practices and will never be a determining factor for future employment. Thank you for your application How would you describe your racial/ethnic background? (mark all that apply) * Aboriginal OR Torres Strait Islander I prefer to self-describe I don't wish to answer

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* Yes No I don't wish to answer

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* Female Male I prefer to self - describe I don't wish to answer

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* Yes, I am a veteran or active member No, I am not a veteran or active member I prefer to self-describe I don't wish to answer

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