Manager of Technical Support
Posted on 2/6/2024
INACTIVE
Pax8

1,001-5,000 employees

Cloud commerce marketplace
Company Overview
Pax8's mission is to grow their customers' business

Company Stage

N/A

Total Funding

$395.5M

Founded

2011

Headquarters

Greenwood Village, Colorado

Growth & Insights
Headcount

6 month growth

12%

1 year growth

31%

2 year growth

86%
Locations
United States
Experience Level
Entry
Junior
Mid
Senior
Expert
CategoriesNew
IT & Security
Customer Success & Support
Requirements
  • At least six (6) months of experience within our Technical Support Department
  • Solid understanding of the processes and procedures of Pax8’s Technical Support department
  • Strong understanding of troubleshooting concepts
  • Understanding of cloud technologies and Pax8’s service offerings
  • Ability to work and collaborate with stakeholders from other departments and Vendors
Responsibilities
  • Monitor team performance based on KPIs
  • Develop, refine, and maintain support SLOs and SLAs as well as their performance
  • Perform 1:1’s with Team Leads (and individual team members when necessary)
  • Work with Team Leads to build and deliver performance reviews
  • Participate in interviews with potential new team members to help determine fit
  • Review both individual and overall team growth and employee development
  • Act as a major point in partner, vendor, and internal escalations
  • Collaborate with leadership to develop, optimize, and document support processes
  • Develop and manage quality of service processes aimed at improving the partner experience
  • Monitor and manage the team’s overall ability to successfully deliver service - based on capacity, coverage, capability, and resource availability
  • Develop, refine, and manage the implementation of new products to be delivered to Support
  • Ensure Support representation during vendor cadence calls, product discovery calls, and POW
  • Acts as liaison between Support teams and vendors to ensure both are meeting the other’s expectations and that there is alignment between them
  • Ensure teams are properly equipped with the necessary information and tools
  • Facilitate ongoing training for teams (either hosted internally or by vendors)
  • Drive Knowledge Base, Pax8 Labs, and other learning resource generation and creation
Desired Qualifications
  • B.A./B.S. in related field or equivalent work experience