Transform the communications world!
We’re proud (and excited!) to be transforming the global communications landscape through next-generation CRM for Marketing, Sales and Payments.
What’s my job title? Technical Support Manager
Where in the world? Remotely from the USA
Working hours? Local working hours
What language(s) will I speak? Fluency in English
Job Duties:
Manage a team of technical support engineers who provide direct support to users of our email SaaS & on-prem products via email, chat and phone.
Coordinate a team schedule to maintain the established support hours and ensure adherence to SLAs.
Provide technical expertise to the team and assist with escalations and customer outreach during incidents.
Manage and coordinate technical training for the team across our suite of products.
Hire and onboard new team members.
Coach and guide Support Engineers via regular 1:1s and team meetings.
Work hands-on on some customer inquiries along with the support engineers.
Work closely with the Engineering team to address urgent customer issues.
Look for ways we can improve to streamline processes and procedures as well as make things easier and more efficient for our customers.
Support the Sales team to help set up new accounts and troubleshoot and resolve issues from prospective customers.
Participate in on-call rotation for high priority issues.
Work closely with the Product team to prioritize features for the product road map by acting as a customer advocate internally and identifying frequent asks & pain points.
Help create product knowledge bases & documentation for processes and effectively communicate them to the team.
Requirements: Bachelor’s degree in Computer Science, Computer Engineering, or related IT field and at least two (2) years working in Support or other customer-facing technical product role at a software or SaaS company
Special Skill Requirements: One (1) year experience with: SparkPost/Momentum/PowerMTA or other MTA technologies like Postfix, Email deliverability concepts like IP warm up and suppression lists, and SMTP and email delivery and authentication concepts.
What You’ll Gain
All Remote environment
Opportunity to work abroad according to our internal policies
Flexible working arrangements
Home office set-up budget
State-of-the-art work gear
Contribution towards your utility costs
The occasional company-wide and team events
Learn from hundreds of the best minds in the business
Collaborate with diverse colleagues Our amazing team works in close to 40 different locations with almost 50+ nationalities across the board!
LIFTOFF! 🚀
Life at Bird
We call ourselves Birds! We work fast, grow fast, build fast and focus on impact. We’re go-getters, industry leaders and roll-up-your-sleeves-and-make-it-happen kind of people. We’re smart, fast, and hungry. Our potential for growth is limitless.
Ready To Fly?
Our cloud communications solutions make it possible for over 30,000 businesses to instantly connect with billions of devices worldwide, allowing them to speak with their customers in the same ways they talk to their friends.
Wherever and however you do your best work - we’ve got you covered!
We're proud to be an All Remote company nested in flexibility. Our unique and united culture is rooted in our team: a diverse flock of over 550+ Birds who represent 50+ nationalities and counting.
Bird is committed to fostering a fair and equal environment based on trust and mutual respect. We believe that a diverse and inclusive workplace is paramount to our success and we are committed to building a team that represents a wide variety of backgrounds, perspectives, and skills.
Recruitment Privacy Statement:
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