Technical Support Lead

| Watertown
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The Customer Support team at LeanIX is a critical part of our current and future success, and we are looking for absolutely, and only, the best people out there with a passion for educating our customers as well as solving their problems as they work within the LeanIX product suite. The team lead will be a master of the customer support domain and will serve as a hands-on team lead for the overall Customer Support team.

What is waiting for you?

  • A fun, fast-paced and growing company with LeanIX
  • A Customer Success team that values accountability, transparency and innovation
  • A collaborative environment within the Customer Success team as well as across the Sales, Marketing and Product teams
  • Working with state-of-the-art Customer Support tool

Responsibilities:

  • Lead Customer Support Specialists with a hands-on approach to enable them to solve their support cases efficiently
  • Leads the team towards achieving the defined KPIs, including first-response resolution
  • Continuously improves LeanIX support process and enforces execution based on defined processes
  • Demonstrates support attitude and service orientation
  • Drives change in the company based on learnings from support cases.
  • Identify patterns and resolve systematically with a focus on scaling the Customer Support team
  • Participate in root cause analysis and resolution of reported problems
  • Ensure all issues are systematically tracked, escalated and communicated to the proper teams
  • Contribution to the enhancement of our product documentation library
  • Proactively communicate with customers and team members regarding status of customer inquiries or problems

Requirements

  • 5+ years of relevant work experience is desired
  • Strong leadership, communication and problem-solving skills
  • Significant experience in analysis, resolution and debugging of software problems
  • Experience with providing wholistic education on basic, and best practice, related inquiries
  • Ability to confidently speak at both a business and a technical level
  • Understanding of ITIL, or similar, customer service frameworks
  • Working knowledge of Python, HTML, CSS, Javascript or other programming languages is a plus
  • Working knowledge of the IT management and/or Cloud management domains
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • Node.jsFrameworks
    • TypeScriptFrameworks
    • nginxFrameworks
    • ArangoDBDatabases
    • ElasticsearchDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • DocuSignCRM
    • DriftCRM
    • HubSpotCRM
    • IntercomCRM
    • LinkedIn SalesNavigatorCRM
    • OutreachCRM
    • SalesforceCRM
    • MailChimpEmail
    • ZoomInfoLead Gen
    • HubspotLead Gen
    • SlackCollaboration
    • ZoomCollaboration
    • Workday.comProject Management

Location

LeanIX is on the Arsenal on the Charles campus in Watertown, Massachusetts. We have free parking on-site, as well as a complimentary shuttle service provided by the campus and easy access to the MBTA. We're in a trendy neighborhood with great dining, shopping, and entertainment options nearby.

An Insider's view of LeanIX, Inc.

What does your typical day look like?

There are days I’m conducting research or brainstorming ways to enhance our events. Other days I’m in the weeds coordinating logistics for conferences. I can be video chatting with my team in Germany or meeting with colleagues in our office to better understand how I can support company growth. Some days I am far from all this, attending an event.

Melisa

Event Manager

What are LeanIX, Inc. Perks + Benefits

LeanIX, Inc. Benefits Overview

LeanIX offers market-friendly medical benefits, a generous 401(k) match and ample PTO in addition to paid company holidays. Our 100% flexible working model allows employees to take advantage of our comfortable and fully stocked office spaces, work remotely, or a combination of both. We believe in work-life balance and creating an environment where everyone can thrive and be successful both at work and in their personal lives.

Culture
Volunteer in local community
LeanIX actively volunteers in the local community with organizations like the Ronald McDonald House and the Greater Boston Food Bank.
Partners with nonprofits
As of 2021, LeanIX began partnering with STEPtember to raise money and awareness for Cerebral Palsy research. We've also worked with organizations such as the Jimmy Fund.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
In-person revenue kickoff
President's club
Employee awards
Flexible work schedule
LeanIX provides employees with a flexible work schedule that includes Flexible start and end times.
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
In 2021 LeanIX launched its B/ERG, business and employee resource group, dedicated to increasing diversity and inclusion throughout the company.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Many of our team members look forward to "5k Fridays" where they complete a 5k by any means and document it in a dedicated slack channel where team members support and encourage each other
Mental health benefits
Annual events such as Mental Health First Aid training for the team
Financial & Retirement
401(K)
401(K) matching
LeanIX's 401(k) retirement plan matches 100% of an employee's contributions up to 4% of their annual base salary, with immediate vesting for matched contributions.
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
We provide 16 weeks of 100% paid leave for anyone who has a child, plus an additional 4 weeks of part-time work. For anyone else who becomes a parent, we provide 4 weeks of 100% paid leave.
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Employees can accrue up to 25 days of PTO on an annual basis.
Paid volunteer time
Paid holidays
Paid sick days
Employees are able to accrue up to 25 PTO days annually, which can be used as either sick or vacation time. 10 days can be carried over at the end of each year.
Floating holidays
Office Perks
Commuter benefits
Employees can participate in the WageWorks commuter benefit program and save on pre-tax dollars. Our campus also has a free shuttle that picks up/drops off at 10 different T-stops in/around Boston.
Company-sponsored outings
Our company outings include things like learning how to make fire from friction, Virtual Reality, Boston sporting events, bowling, arcades, and pig roasts!
Free snacks and drinks
Snacks, cold and hot brew from keg, tea, seltzer water
Some meals provided
We have biweekly catered lunch on Thursdays and biweekly catered breakfasts on Fridays, in addition to other celebrations and events.
Company-sponsored happy hours
Happy hours are hosted on occasion .
Onsite office parking
We offer free on-site parking for all employees and guests.
Pet friendly
You can often find a couple of dogs in our office each day!
Recreational clubs
We sponsor a paid membership to the Boston Sports Club next door for all employees
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
All LeanIX employees receive a $500 stipend for their remote working environment, even if they use the office from time-to-time.
Meditation space
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
LeanIX sponsors lunch and learns conducted by both internal employees and stakeholders as well as external partners.
Promote from within
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training

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