Job Overview:

Are you passionate about delighting your customers and helping them solve their biggest mobile challenges? Are you the person who can creatively tackle complex technical challenges and inspire others to go above and beyond? Then you are the right person to lead our unique support team!

Localytics is looking for a technical, action-oriented, and highly motivated manager to lead our growing Support team. The team’s mission is to provide the best possible support experience with a focus on adding and creating disproportionate value for our customers. This is a chance to make a major impact: Localytics is integrated in tens of thousands of mobile apps that run on more than 2 Billion devices!

The Head of Technical Support is responsible for leading and training a team of technical support engineers. This is a technical leadership role in a fast-paced environment that demands interaction with customers at senior management levels, as well as with technical staff within the Product, Engineering and Operations departments.

What makes this different from other Support roles:

• You will own the development roadmap for internal and external debugging tools.
• Because of the depth of our platform and scale of our customers, the work can be highly technical and requires a leader with a technical background to tackle customer challenges.
• We consider support to be an equal partner to Product & Engineering, with whom you’ll be deeply embedded and connected to.

Successful candidates will have an excellent technical and SaaS software foundation, as well as people management experience.

This position is full-time and based in our office in Boston, MA

Job Responsibilities:

• Manage a talented team of support engineers, including objective setting, coaching, training & development, etc.
• Evaluate measurement criteria to evaluate trends in organizational performance, including: customer satisfaction, resolution and escalation trends, and product quality
• Engaging in support of key accounts and escalation management
• Work in partnership with other groups, including Professional Services, Customer Success, Sales, and Product/Engineering to ensure ongoing customer satisfaction.
• Design and update processes and Support best practices to achieve company and department goals.
• Be a thought leader for teams managing high volume cases and drive scalable and profitable model to support the demand.
• Provide feedback and direction, both positive and constructive in a timely and effective manner.
• Build a strong team focused on providing high satisfaction among your team and customers.
• Provide technical leadership and communications to staff during escalation and critical cases

• Lead and direct crisis and incident response, working with the Customer Success team, other support teams and engineering team to ensure timely resolution, while communicating effectively with customers
• Design, plan and ensure effective and regular technical enablement of the support team.

Job Requirements:

• 3+ years of Support management experience supporting both on premise and SaaS products
• 5+ years of industry experience in engineering, professional services, sales engineer, senior support engineer, Technical Account Manager with exposure to multiple networking and security technologies
• Very strong customer service and excellent communications skills, both written and verbal
• A proven track record of successfully leading and directing technical team through high severity situations
• Experience with front end web development and database technologies
• Knowledge of project management and strong time management skills
• Strong drive to look at challenges and help define solutions
• Experience in designing Tech support specific tools a plus
• Experience advocating for customers to Product Managers and Engineers