Technical Support Manager

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Rule #1 of the Auvik Way:  Wow our customers!

As the Auvik Technical Support Manager, you’ll lead our technical support team in helping the users of our network management software to be as productive and happy as possible.

What will you be doing?

There’s never a dull moment in this role! Every day, you’ll:

  • Provide leadership and coaching to promote a teamwork environment.

  • Manage and grow a team of technical support specialists to provide coordinated end user support.

  • Implement ongoing support process improvements.

  • Work closely with our engineering team to ensure awareness of customer issues.

  • Manage customer escalations to ensure positive resolution.

You could also find yourself helping with support tickets as the need arises:

  • Provide useful, accurate, and friendly technical support to Auvik customers by phone, web, email, chat, and other channels as required

  • Help customers by clearly identifying problems, researching answers, and guiding them through corrective steps.

  • Assess and document suggestions for new or improved product functionality, based on customer feedback, that our engineering team should implement.

  • Document new or updated technical support information in knowledge base articles.

  • Effectively manage large numbers of incoming customer requests.

  • Work to keep customer churn at zero by consistently providing an outstanding customer experience.

What are we looking for?

  • 5+ years of experience with technical product support

  • 3+ years of leading a support team

  • A people person, with a friendly and positive manner

  • Grace under pressure, and the ability to handle challenging situations in a professional manner

  • Great communication skills, both verbally and in writing

  • Good analytical and problem-solving skills

  • Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization

  • Strong technical aptitude and ability to learn quickly

  • Ability to multi-task, prioritize, and manage time effectively

Additional knowledge:

  • Knowledge of IT networking (Cisco, HP, Dell, SonicWALL, etc)

  • Basic knowledge of scripting with Python and SQL

  • Experience using Slack, Zendesk, Olark, and JIRA

Why Auvik?

Here’s what employees have to say about working here: https://youtu.be/jGgrIWizoZs

Need more?

  • The people here are smart and great at what they do. It makes for stimulating work.

  • Our leadership team has been there, done that—successfully. They have vision, and the experience to make that vision real. In other words, steady hands on the tiller.

  • We recently closed a $15M round of funding and we’re growing—fast. If you strap in now, you can join us on the rocket ride to the top.

How do I apply?

Make sure you include these two things:

  • A note that tells us why you’re a great fit for Auvik

  • Your resume

Auvik aims to create a selection process that’s inclusive and accessible. If you need accommodation during any stage of the process, please contact hr@auvik.com and we’ll provide reasonable accommodation confidentially.

About Auvik

Auvik is a venture-backed software company that's changing the way IT service providers manage client networks. We were recently named to the ChannelE2E 100 list, which identifies top disruptors and innovators in the IT channel. Awesome or bust — those are words we live by. We're headed all the way to the top and looking for people with the smarts, talent, and drive to join us. Are you up for it?

For more information, visit www.auvik.com.