Technical Support Manager
|Company Name||New Relic|
|Date Posted||Sep 24, 2012|
The Manager of Technical Support is responsible for recruiting, training and managing a group of skilled technical support engineers who diligently track and creatively resolve customer support issues. The team's primary purpose is to ensure the customer experience with New Relic technology is easy-going, memorable, and builds loyalty to the product.
If you are right for this job, you have managed support operations for a fast-growth software company. You have seen the power of a positive culture and a commitment to excellence. You’ve made mistakes and learned from them.
In this role you will:
Manage performance of Support Engineers and ensure their professional development
Collect, analyze & communicate team performance and customer satisfaction metrics
Manage technical support resources, such as work schedules
Develop Support Engineer skill profiles and hire quality team members
Create and coordinate training schedules and programs
Facilitate team communication through meeting planning, knowledge transfer, and documentation
Create and manage an on-going process/feedback loop to improve product supportability
Work with other members of management to plan the continuing growth of Support
You will be a strong candidate if you:
Have 5+ years experience successfully managing day-to-day operations and personnel for highly responsive software support
Are skillful at identifying and defining knowledge and skills required to achieve results
Have expert communication, personnel management and coaching skills
Can gather, analyze and interpret data; and identify, define and resolve problems
Are experienced collaborating with and influencing cross-functional teams
Understand the software development lifecycle; have familiarity with the SaaS; and have exposure to web-based programming languages and/or technologies.
Thrive in a fast-paced, growth environment where business and process evolution is a constant
Have a visible commitment to supporting the growth and success of those who work for and around you – we measure managers on their contributions to the success of others, and building positive culture
A Little about us
We are passionate, possibly even crazy, about application performance management (APM). Our mission is to make web applications run better, to make the internet more productive, and to make life easier for developers and devops. We are turning the APM marketplace upside down by providing SaaS products that deliver high-value functionality previously only available through enterprise software. We are well above 17,000 customers. And with your help we’ll get to 10x that number.
New Relic is a Top 100 OnDemand Company, Best of SaaS (THINKStrategies), Top 100 Coolest Cloud Computing (CRN); 10 Cloud Management Companies to Watch (NetworkWorld); the list of accolades goes on. More important, we provide challenging work, opportunities to learn, high quality teammates, a standard-setting product, and a company on the move.
We're a very fast growing pre-IPO start-up and we care about our culture. We value work/life balance, cooperative problem solving, experimentation and delivering results. To fast track your cover letter please be sure to tell us how you have improved the support experience for your customers and team members.
This position is in our Portland, Oregon office, in a vibrant tech community and a region with a great quality of life. We can help with relocation. We offer competitive compensation, pre-IPO stock options, and big-company benefits (medical, dental, vision, life), while maintaining the energy, agility, and fun of a start-up.
New Relic is most decidedly an equal opportunity employer. We seek applicants of diverse background and hire without regard to race, color, gender, religion, national origin, ancestry, citizenship, disability, age, sexual orientation, or any other characteristic protected by law.
Interested? Click below and send your resume with a cover letter telling us why this is the right position, and the right company, for you. We look forward to hearing from you!