Facebook pixel

Manager – Support Engineering
Posted on 8/17/2022
INACTIVE
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Jenkins
JIRA
Git
Leadership
Management
Research
Ruby
Salesforce
Requirements
  • 6+ years of experience in advanced technical support and/or software engineering positions
  • 2+ years of management experience for technical support and/or engineering teams; past experience with global teams preferred
  • Proven track record of building and fostering a strong team culture
  • The technical capability and discernment to be a point of contact for critical issues
  • Solid understanding of object-oriented programming languages like Ruby and familiarity with regular expressions
  • Experience with Salesforce, JIRA, GitHub, and continuous integration tools like Jenkins
  • Strong interpersonal and teamwork skills - you can work with individuals at all levels
  • Superb communication skills - you can clearly and thoughtfully explain new technical concepts to a wide variety of personas
  • The ability to distinguish between the urgent and the meaningful, prioritize accordingly, and communicate your decisions effectively
  • Experience working with brands, retailers, and distributors across the e-commerce industry
Responsibilities
  • Day-to-day management of a geographically-dispersed team delivering best-in-class technical support and report configuration
  • Analyze team and individual performance and efficiency; identify knowledge gaps and coaching opportunities
  • Through timely feedback, 1:1s, and goal setting ensure that the team has the training, mentoring, and tools vital to improving customers' experience, being effective problem solvers, developing new technical skills, and continuing their own professional growth
  • Take the lead on initiatives related to your team - seek out and implement new opportunities to foster the maturity of the program with a focus on scalability and predictability
  • Participate in strategic planning discussions to drive toward goal achievement, customer satisfaction, and employee development
  • Develop strong relationships with colleagues and partners; Represent and advocate for Support and your team
  • Provide insights and work with our Customer Success, Business Operations, and R&D teams to improve processes, the platform, and customer experience - this is a highly-collaborate role that works across many levels and functions
  • Engage in recruiting efforts for both your team and the broader organization
Salsify
Product experience management platform
Company Overview
Salsify empowers brands by providing tools to track and analyze inventories, presentation, and sales of goods on digital shelves.