This position reports to the VP of Customer Care and is responsible for delivering technical support services to our customers. Support services include self-help content (user guides, videos, tutorials, FAQ’s) and live agent support (via phone, email, screen share and chat). SmartBear offers business hours support as well as 24x7 support to its customers around the world. We have support centers around the globe to provide follow the sun support. We are looking for an experienced, innovative, global support person to help us continue our growth and maintain our high level of customer satisfaction. This person will lead support teams in their functions around hiring, training, and managing the support services they offer for our customers. 

Key Responsibilities

• Oversee, manage, and lead support services for SmartBear products. This includes self-service content (videos, knowledge base articles, user guides, etc) as well as live support (email, phone, chat, screen share).
• Constantly evaluate new tools and systems to improve the services offered
• Develop annual plans and budgets 
• Lead integration programs for newly acquired products
• Lead ramp up of support services for new products
• Manage leaders who oversee our technical support engineers
• Lead and drive programs to innovate our support services
• Lead efforts to optimize our systems and resources as we grow
• Assist with the development of strategic imperatives and goals for the team
• Work closely with other SmartBear functional teams (product, sales, marketing, finance, licensing) to improve and adopt new processes and tools and support company initiatives
• Proactively manage customer relationships

The Profile

• A minimum of 15 years’ experience in a leadership role encompassing customer success, customer solutions, or client services within a technology firm
• Strong Experience managing global support teams and follow the sun support
• Strong Experience with 24x7 technical support
• Experience with feedback systems to provide Voice of the Customer
• Bachelor’s Degree in Computer Science or related field or equivalent experience
• Excellent verbal and written communication skills
• Authorized to work in the United States (minimum of H1B)
• Working knowledge of application lifecycle management, API’s, SQL, and network and server administration
• Excellent interpersonal skills
• Ability to lead others

About Us

SmartBear is behind the software that empowers developers, testers, and operations engineers at over 20,000 of the world’s most innovative organizations including Adobe, JetBlue, MasterCard, and Microsoft. More than 6 million people use our tools to build, test, and monitor great software, faster. Our high-impact tools are easy to try, easy to buy, and easy to use. These tools are backed by a team of people passionate about helping you create software that transforms our world. Those tools are SmartBear tools. That team is SmartBear. For more information, visit: http://smartbear.com, or follow us on LinkedIn, Twitter, or Facebook.

SmartBear is an equal employment opportunity employer and encourages success based on our individual merits and abilities without regard to race, color, religion, gender, national origin, ancestry, mental or physical disability, marital status, military or veteran status, citizenship status, age, sexual orientation, gender identity or expression, genetic information, medical condition, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), or any other legally protected status.