Technical Support Manager
CyberCoders

Portland, Maine

This job has expired.


Technical Support Manager *Job Title:* Technical Support Manager
*Location:* Portland, ME - Hybrid Remote after training/onboarding
*Salary:* $85-100K
*Requirements:* Product/Tech/Software Support, SaaS and/or Retail/Retail Tech, Hardware Support (Desktop or POS or similar), SQL, C#/.NET, HTML/CSS

Founded in 2013, we are a fast-growing, SaaS start-up offering a full suite of services to mid-size and large retailers. Our platform includes data analysis and reporting, inventory, vendor management, logistics, POS/back office, website/e-commerce/web distribution, and loyalty/promotions solutions for our clients. We also provide consulting, software, and hosting with a cloud-based, touch-screen-enabled set-up that can be used across the organization.

As we continue our upward trajectory, we are looking to add bright and motivated individuals to our teams in the areas of Software, Client Success, People and Culture, Tech Support, Implementation, and more.

If you are a Client-centric technical support professional who has hands-on skills and the ability to lead a team, let's talk!
What You Will Be Doing The Technical Support Manager will report to the VP of Client Success and oversee a team of Technical Support Engineers and Analysts. The group is responsible for ensuring an excellent client experience and is tasked with resolving issues and acting as the internal voice of the client. This group works with clients to ensure they are utilizing our application to its fullest extent, serving as platform subject matter experts, the team establishes close relationships with clients, product management, and product development alike.
- Lead a team that handles direct client support via phone, ticketing system, and email
- Monitor ticket metrics
- Establish and act on improvement plans (successful resolution time, etc.)
- Technical Interface between internal teams and clients
- Own technical issues and resolutions, promptly communicate with clients/internal stakeholders to resolve tech issues/close support tickets
-
What You Need for this Position Qualifications:
- BS/BS Degree
- 3+ years' relevant technical/product support, development, and/or troubleshooting
- Experience leading a team in a similar environment
- Help Desk/Client Support/Ticketing System Knowledge/Experience
- SQL Commands with SSMS, Building Reports from SQL, SQL Query writing (T-SQL a bonus)
- Windows Applications/Tech Stack - C#.NET, ASP, ADO, etc.
- Hardware support/troubleshooting (POS, Desktops, PCs, Laptops/Tablets, or similar)
- SaaS or Retail tech is nice to have
- BONUS: HTML/CSS, eCommerce/Web Stores
What's In It for You - Competitive Base Salary (85-100K)
- Quarterly Bonus of 3-15%+ based on individual, team, and company performance
- Flex Schedule and Flex PTO
- 401k with a 4% match
- Comprehensive Benefits with 90%+ premiums paid
- Educational and Wellness Benefits
- Hybrid Remote set-up after onboarding. Most of the team is on-site 3-4 days a week.
So, if you are a Technical Support Manager or similar with relevant experience, please apply today!
- Applicants must be authorized to work in the U.S.



*CyberCoders, Inc is proud to be an Equal Opportunity Employer*



All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.



*Your Right to Work* - In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.


This job has expired.
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