Full-Time

Lead Support Engineer

Posted on 9/23/2024

Guidepoint

Guidepoint

1,001-5,000 employees

Connects businesses with specialized advisors

Consulting
Financial Services

Compensation Overview

$120k - $140kAnnually

+ Annual Discretionary Bonus

Senior

New York, NY, USA

This is a hybrid position requiring in-office presence at the New York City headquarters.

Category
Customer Support
Customer Success & Support
Required Skills
SQL
Data Analysis
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 and surveys, to meet their specific needs. Guidepoint manages all logistical aspects to ensure a smooth experience for its users. 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. What sets Guidepoint apart from competitors is its extensive network and the speed and quality of insights it provides, enabling clients to make informed decisions and navigate uncertainty effectively.

Company Stage

N/A

Total Funding

N/A

Headquarters

New York City, New York

Founded

2003

Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for expert networks in niche industries boosts Guidepoint's market potential.
  • Expansion into new markets like Dubai and Beijing enhances Guidepoint's global presence.
  • Real-time data analytics tools like 'Qsight Market View' align with data-driven decision trends.

What critics are saying

  • Emerging expert networks offering lower-cost services threaten Guidepoint's market share.
  • Rapid expansion into new markets may lead to operational inefficiencies.
  • Significant investment in new products like 'Qsight Market View' may not yield expected returns.

What makes Guidepoint unique

  • Guidepoint offers a vast network of over 1.5 million experts globally.
  • The company provides tailored research solutions across more than 150 industries.
  • Guidepoint's compliance platform ensures secure and appropriate client-to-advisor interactions.

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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.

INACTIVE