Technical Operations Director

4 days ago


San Jose, California, United States Cypress HCM Full time

About Cypress HCM

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Cypress HCM is a leading provider of innovative solutions for human capital management. Our team is dedicated to delivering exceptional customer experiences, and we're looking for a skilled Technical Account Manager to join our ranks.

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Compensation

$115,000 - $145,000 per year

We offer a competitive salary and benefits package that reflects the value we place on our employees' contributions.

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About the Role

As a Technical Account Manager at Cypress HCM, you will be responsible for leading and developing a team of technical professionals, managing projects, and coordinating with cross-functional teams to resolve high-priority technical issues. You will also handle customer calls, internal and external escalations, and provide guidance to our product support team.

You will prepare and share weekly and monthly reports, while coordinating support with Customer Success Managers (CSMs) and Incident Support Managers (ISMs) as needed. Additionally, you will create and maintain knowledge base articles, drive internal knowledge sharing, and automate communications during major incidents to keep stakeholders informed.

Your responsibilities will also include ensuring appropriate technical resources are available for Sev1 calls and escalating issues when necessary. You will conduct audits on knowledge management, on-call rosters, and Root Cause Analysis (RCA) for Sev1 incidents to manage major incidents effectively.

Furthermore, you will provide periodic reports on major incident metrics, reviewing incidents for SLA compliance, and tracking other key performance indicators (KPIs). You will also support data collection efforts for process and knowledge improvements.

We're looking for a candidate with a strong technical background, preferably with experience as a developer in any programming language. You should have the ability to manage L1/L2 teams and oversee team management, including training and conducting periodic performance reviews.

Requirements and Qualifications

To be successful in this role, you should have:

  • Bachelor's degree in a technical field
  • 8-11 years of hands-on experience in a support role
  • Knowledge of the Accounts Payable (AP) domain is a plus
  • Strong problem-solving and technical troubleshooting skills
  • Experience interfacing with SaaS applications, databases, etc.
  • Strong communication skills, comfortable interfacing with C-Level + external customers

Benefits

At Cypress HCM, we offer a comprehensive benefits package, including health insurance, 401(k) matching, and paid time off. We're committed to supporting our employees' well-being and providing opportunities for growth and development.



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