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Full-Time

Lead Support Engineer

Updated on 10/7/2024

Guidepoint

Guidepoint

1,001-5,000 employees

Connects businesses with specialized advisors

Consulting
Data & Analytics

Compensation Overview

$120k - $140kAnnually

+ Bonus

Senior, Expert

New York, NY, USA

Hybrid position requiring in-office presence in New York City.

Category
Customer Support
Customer Success & Support
Required Skills
Communications
Requirements
  • Knowledgeable with web application SaaS platforms and architecture
  • Knowledgeable with SQL, possibly other database operations
  • Experience with features such as voice conferencing, emailing, etc.
  • Product knowledge, programming logic
  • Setting operational standards and procedures
  • Experience in web stack operations, VOIP, SMTP, etc. a plus
  • Certifications including ITIL, CompTIA A+, etc.
  • 12+ years of work experience showing progressive growth in the field
  • 3+ years of management experience, ideally as a team lead
  • Presentable, excellent communication skills, high energy
  • Hands-on experience with application support in a global, enterprise environment
  • Tech writing and documentation
  • Ability to rapidly analyze issues, anticipate consequences, make decisions, and initiate action
  • Ability to work independently and as part of a team
  • Present monthly reports / metrics to managers and stakeholders
Responsibilities
  • Oversee daily operations of the support team to ensure adherence to service level agreements (SLAs)
  • Monitor support tickets and ensure timely resolution of customer issues
  • Support agents and engineers with coaching, mentoring, and performance feedback
  • Handle escalated customer issues and ensure satisfactory resolution
  • Conduct regular team meetings and training sessions
  • Identify areas for process improvement and implement best practices
  • Serve as a liaison between the support team and other departments (e.g., development, product management)
  • Analyze support data to identify trends, patterns, and areas for improvement
  • Generate and distribute regular reports on support performance metrics
  • Provide insights and recommendations to enhance support operations and customer satisfaction
  • Collaborate with the support team lead and manager to implement data-driven improvements
  • Monitor and report on SLA compliance and support efficiency
  • Conduct root cause analysis of recurring issues and suggest preventive measures

Guidepoint connects businesses with a large network of specialized advisors, offering expert insights and market intelligence. With over 1.5 million experts across more than 150 industries, clients can access tailored research solutions, including one-on-one consultations, surveys, and in-person engagements. Guidepoint manages all logistical aspects to ensure a smooth experience for its clients, which include institutional investors, corporations, and legal firms. The company operates on a business model that charges fees for its services, which can be structured as subscriptions, pay-per-use, or project-based pricing. Guidepoint's goal is to provide fast, accurate, and customized insights that help clients make informed decisions and navigate uncertainty in their business strategies.

Company Stage

N/A

Total Funding

N/A

Headquarters

New York City, New York

Founded

2003

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Guidepoint's continuous global expansion, including new offices in Dubai, Beijing, and Sydney, indicates strong growth and increased market presence.
  • The launch of innovative tools like 'Qsight Market View' enhances Guidepoint's value proposition by providing real-time, actionable market data.
  • Strategic hires, such as Yanni Yang as Director, Head of China, bolster Guidepoint's leadership and expertise in key markets.

What critics are saying

  • The competitive landscape of expert networks is intense, requiring Guidepoint to continuously innovate to maintain its edge.
  • Rapid global expansion may strain operational resources and lead to integration challenges.

What makes Guidepoint unique

  • Guidepoint's network of over 1.5 million experts across 150 industries provides unparalleled access to specialized knowledge, setting it apart from competitors with smaller networks.
  • The company's ability to offer tailored research solutions, including one-on-one consultations and surveys, ensures highly customized and actionable insights for clients.
  • Guidepoint's innovative tools like 'Qsight Market View' for real-time market sizing demonstrate its commitment to leveraging technology for superior market intelligence.

Benefits

Competitive salary.

Medical, Dental, and Vision Insurance.

401(k) with company matching.

Life Insurance (100% Employer Sponsored)

Paid vacation plus 10 legal holidays.

Light snacks and beverages.

Discounted gym memberships.

Commuter Benefits.