Support Manager

Support Manager

Solitics, a cutting-edge data management, and automation platform is looking for a support manager to join our amazing organization.

As a support manager, you will lead all support efforts in the company including building\monitoring the support KPIs, managing the SLA (both internal and external), establishing the knowledge center, escalation processes, tools, and much more.

The support manager will also take a critical part of the hands-on ticketing workload that will include triage, investigation, support, and call to action for the complex and deep-investigation tickets before escalating them to R&D.

Requirements

· At least 4 years of experience in a similar role (interacting and working directly with engineering and product teams).

· Experience working with both enterprise and SMB customer accounts

· Experience working with Databases (SQL, MongoDb)

· Enjoy working with customers using excellent communication and problem-solving skills.

· Ability to multitask across multiple technologies and environments

· Be able to have good time management and handle service impacting priority issues within a “high pressure” environment.

· Strong troubleshooting and diagnosis skills for Windows-based environments

Advantage

· BSc or practical engineering degree in computer science, or equivalent.

· Working in a cloud environment.

· Industry experience in Marketing automation.

· Previous experience in Trading and Gaming verticals.

Day to Day

· Interactions\communications via phone\Zoom\Email, while being the support liaison between customer, Product-Management, R&D, Security, and other Business units.

· Managing one support employee

· Perform in-depth troubleshooting tasks including analyzing log files, running SQL queries, and using advanced tools and techniques to locate root causes and provide customers with a resolution.

· Provide first response and analysis for customer real-time alerts.

· Demonstrate an independent ability to troubleshoot & investigate incoming requests\tickets\alerts within strict SLA boundaries.

· Educate and empower our customers, guiding them through the features of our software and advising on best practices.

· Create and manage escalations to the different teams.

· Maintain communication with other teams to keep everyone aligned about client feedback and any important technical problems.