Global Application Support Manager

5 days ago


New York, New York, United States Guidepoint Full time
Company Overview

Guidepoint is a leading research enablement platform that empowers clients to make informed decisions. Our innovative technology, real-time data, and expert network help organizations navigate complex information and turn answers into action.

About the Role

We are seeking an experienced Manager, Global Application Support to lead our technical support team in a global environment. This hybrid position is based in New York City and requires a strong understanding of web application SaaS platforms and architecture. The ideal candidate will have 12+ years of work experience in progressive growth roles and 5+ years of management experience.

Responsibilities
  • Oversee daily operations of the support team to ensure adherence to service level agreements (SLAs)
  • Monitor support tickets and ensure timely resolution of customer issues
  • Coordinate and collaborate with global engineering and product teams for timely release of support defects
  • Work with SRE engineers to coordinate knowledge sharing, dashboards, and incident management
  • Support agents and engineers with coaching, mentoring, and performance feedback
  • Handle escalated customer issues and ensure satisfactory resolution
  • Conduct regular team meetings and training sessions
  • Identify areas for process improvement and implement best practices
  • Serve as a liaison between the support team and other departments
  • Analyze support data to identify trends, patterns, and areas for improvement
Requirements
  • 12+ years of work experience showing progressive growth in the field
  • 5+ years of management experience
  • Knowledgeable with web application SaaS platforms and architecture
  • Knowledgeable with SQL, possibly other database operations
  • Experience with features such as voice conferencing, emailing, etc.
  • Product knowledge, programming logic
  • Setting operational standards and procedures
What We Offer

The annual base salary range for this position is $150,000 to $170,000, depending on job-related knowledge, skills, and experience, as well as geographic location. Additionally, this position is eligible for an annual discretionary bonus based on performance.

Benefits include 15 PTO days, 10 legal holidays, comprehensive medical, dental, and vision plans, and a 401(k) match up to 10% of employee contribution. Other benefits include commuter benefits, a corporate gym rate, development opportunities through LinkedIn Learning, free snacks and beverages in the office, and a casual work environment.



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