Technical Support Manager

1 week ago


New York, New York, United States Action Tech Full time

This position is a full-time role that necessitates the selected candidate to be present in the office three days a week.

Key Responsibilities

  • Investigate and identify the underlying causes of production challenges utilizing SQL, collaborating with support and engineering teams to implement effective solutions.
  • Serve as the primary liaison among various departments, clients, and external stakeholders to resolve data inconsistencies.
  • Collaborate with Product Managers to lead data initiatives that improve current functionalities or create new processes.
  • Develop tools for managing exceptions and establish metrics and dashboards to track data integrity and prioritize issue resolution.
  • Acquire a comprehensive understanding of our data workflows and their implications for the business.
  • Engage in reverse engineering and troubleshooting to tackle project obstacles.
  • Supervise project deliveries and address technical operational challenges.
  • Design, create, and sustain advanced SQL scripts and reporting mechanisms.
  • Employ ETL methodologies to facilitate data transfers across various systems.

Required Qualifications

  • 5-10 years of experience in data/application support or technical assistance, preferably in an enterprise SaaS setting.
  • 5+ years of experience in software application oversight and development.
  • 3+ years in a leadership capacity within a technical support team.
  • Proven capability to conduct thorough root cause analysis and collaborate closely with engineers to resolve intricate issues.
  • Strong analytical abilities, excellent communication skills, and adept relationship management.
  • Bachelor's degree in computer science, business analytics, finance, or a related discipline.
  • Expertise in navigating and comprehending complex technical environments, including the ability to convey these concepts to non-technical stakeholders.
  • Demonstrated success in managing client relationships, driving outcomes, and showcasing strong leadership qualities.
  • Advanced SQL proficiency and familiarity with database management principles.


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