Technical Support Lead at LeanIX, Inc.

| 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
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • TypeScriptFrameworks
    • nginxFrameworks
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM
    • HubspotLead Gen

Location

LeanIX is located in our own building on the Arsenal on the Charles Campus in Watertown, MA and has free parking and a free shuttle service!

An Insider's view of LeanIX, Inc.

What’s the vibe like in the office?

Really entertaining. We swing between "silly" & "energetic" to "in the zone and get things done!" It's inspiring to see how everyone finds their own way to enjoy their job each day. We rarely live the same day twice, so it's easy to be passionate here. We know how to have fun but we also know how to use that same energy to reach our goals!

Vincent

Customer Success Manager

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's something quirky about your company?

The diverse amalgam of experiences we have all had pre-LeanIX. Whether it’s nightlife, classical music or sports, we find ways to bring these experiences to the table. The role these play in creating an inclusive work culture is invaluable as a fast-growing company. The respect we have for each other allows us to learn new ways of problem-solving.

Jack

SDR

What are LeanIX, Inc. Perks + Benefits

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.
Friends outside of work
Eat lunch together
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Child Care & Parental Leave Benefits
Flexible Work Schedule
LeanIX provides employees with a flexible work schedule that includes Flexible start and end times.
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Our company outings include things like learning how to make fire from friction, Virtual Reality, Boston sporting events, bowling, arcades, and pig roasts!
Game Room
Our game area includes Ping Pong, Foosball, and Pop-A-Shot Basketball
Happy Hours
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
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
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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