Company Description

We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (19,500+ experts across 35+ countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!

Job Description

Job Description:

• Manage the Support Technical teams who support our enterprise ecosystem of software, such as Salesforce, Content Management systems (Magento and Drupal) and Integrations with other systems.
• Develop a Support team of Developers and Quality Analysts with the appropriate experience, knowledge, and skill sets to interact with various client stakeholders.
• Lead & mentor and further evolve/mature the Support team.
• Ensure that direct reports leverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers.
• Manage customer escalations and communication of issue on a regular frequency through the life of the triage. Ensure all post- root cause analysis is documented, reviewed and shared.
• Monitor ticket management to ensure the highest level of quality, delivery, and timeliness.
• Understand product solutions and business drivers to support prioritization and management of work in accordance with business needs.
• Identify and solves evolving gaps and emerging needs in skills, processes, tools, and capacity to support a scalable, cost-effective team.
• Identify opportunities for improvement to ensure a positive customer experience.
• Demonstrate dynamic leadership and effective communication that promotes an engaged employee culture and provides recognition and opportunities for professional development.
• Create and maintain relationships with cross functional teams to discuss and support issues and projects spanning multiple areas.
• Track metrics against defined SLA’s adjusting performance as required.
• Present coaching opportunities for maximizing performance based on support performance, team metrics, challenges, and opportunities.
• Participate in hiring process.
• Excellent communication skills – able to convey issues of all types to a variety of audiences with excellent written and verbal communication skills.
• Strong process management, analytical and technical skills
• Excellent judgment and business knowledge with a keen ability to assess people, processes, and products.
• Experience working with enterprise incident management systems (i.e., Service Now, ADO, JIRA)
• Experience working with offshore teams who supplement the onshore workforce.
• Proven track record of working across internal teams and client organizations – can inspire and motivate cross functional teams towards an end goal.
• Ability to resolve issues and exhibit strong initiative in a demanding environment.
• Familiarity with auditing standards and controls such as SOC 2.
• Experience delivering complex systems integrated systems
• Eagerness and willingness to learn new technologies.