Manager, Technical Support Engineering (Integrations)

Job Description

• Manage, motivate and develop a team of integration support specialists and engineers • Develop a working knowledge of integration products to mentor and coach team in troubleshooting issues and blockers • Monitor and maintain agent productivity levels in accordance with targets and KPI's • Ensure directs have the necessary skills and knowledge to fulfill their roles through consistent and regular 1-1's, process building and regular training sessions • Provide support on customer escalation calls • Establish and reinforce scope of support for 3rd party integrations • Alignment cross-departmentally to ensure product releases are inclusive of the SF integration • Contribute to the scoping of new integration offerings to ensure that end user integration support and tooling is considered to enable our customers + decrease time to resolution for customer reported issues • Develop support strategy for future planned integrations + API work, and ensure team success with accountability measures

Qualifications

• 4+ years experience in support management (IC level 1- 4) • Basic competency of CRM's (preferred: Salesforce, Microsoft Dynamics) and analytics (preferred: Google Analytics, Google Tag Manager, Zapier) • Basic competency in popular coding languages (preferred: APIs, CSS, HTML, React) • You enjoy empowering users with the knowledge to do things for themselves in the future, not just fixing things for them • Proven technical problem solving, business process development, and analytical capabilities • Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, clients, and executive management

Benefits

• Market competitive pay • Rich healthcare benefits including employer paid premiums for medical/dental/vision (100% for employee-only plans and 85% for employee + dependent plans) and employer HSA contributions • 401(k) retirement plan with company matching • Hybrid workplace with fully remote flexibility for many roles • Monetary support for new hire setup, hybrid work & wellbeing, family planning, and commuting expenses • A variety of mental and wellness programs to support employees • Generous paid parental leave and family planning stipend • Supportive time off policies including vacation, sick/mental health days, volunteer days, company holidays, and a floating holiday • Learning & development and recognition programs • Gives Back" Program where employees can nominate a fundraiser every week for a donation from the company • Employee resource groups • Your work has a real purpose and will help change lives on a global scale • You'll be a part of a fun, supportive team that works hard and celebrates accomplishments together • We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose • We are a certified Great Place to Work, are growing fast and have incredible opportunities ahead!