Technical Support Manager - Inspyrus, a MineralTree Company at MineralTree

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Inspyrus – a MineralTree Company – is a Silicon Valley Fintech SaaS start-up specializing in transforming Accounts Payable into a profit center. Our passion and mission are to provide the most innovative, game-changing solutions on the market, and solve business problems

We are a global leader in Invoice Automation and Payment Monetization that provides large enterprises and small-to-medium businesses with business technology solutions. We are experiencing explosive growth and are seeking an energetic, enthusiastic, people-oriented manager to join our Global Product Support team and supervise a group of technical support engineers who are focused on helping customers be successful in adopting and using Inspyrus software. We are open to remote candidates with the ideal location being Redwood City, CA.

Responsibilities:

  • Ensure high quality and timely support to customers per the severity of the issue and the contractual SLA
  • Provide leadership in the triage, troubleshooting and resolution of problems reported by customers
  • Debug and test SQL queries that integrate with external data sources when needed
  • Serve as top line escalation point for high priority customer issues
  • Meet with customers on a regular basis to review, prioritize and address open issues and requests
  • Manage resolution of escalated customer issues and provide timely and relevant communication
  • Document and communicate root cause analysis to customers when needed
  • Improve the technical support knowledgebase process and database containing instructions, troubleshooting guides and communication templates
  • Use key metrics to drive service level improvements and attainment of support KPIs and metrics, such as customer satisfaction, time to resolution, backlogs, etc.
  • Work with support organization management team to set team objectives and standards including monitoring and reporting on the team’s performance against objectives and standards
  • Partner with professional services, development and product management teams to address escalated issues to resolution

Qualifications:

  • Bachelor’s Degree in Computer Science or equivalent experience
  • 3+ years hands-on working experience as a technical support manager in a software development company
  • 3+ years of hands-on experience with SQL, PL/SQL
  • 3+ years of hands-on experience with Linux systems administration
  • 1+ years of hands-on experience using Issue Tracking/Management system like JIRA
  • Hands-on experience using JDeveloper, Eclipse or similar IDEs a plus
  • Experience with Oracle Webcenter Capture & Forms Recogition, Unix/Linux, Oracle DB, SQL Developer tools, Microsoft Windows Server
  • Experience with SSL/TLS certifications with a basic understanding of Public Key Infrastructure (PKI) in particular with installing certificates in Linux environment
  • Understanding of NIS/LDAP/NFS/DNS/DHCP, internet, networking, VPN
  • Exceptional analytical and troubleshooting skills, innovative problem solving, and logical decision making
  • Ability to think through complex problems and come up with creative remediation solutions
  • Excellent written and verbal communication skills
  • Strong drive and self-guidance for doing what is right for our customers
  • Adaptable to new processes, methods and tools
  • Customer-first mindset and “get it done” attitude
  • Ability to be on-call beyond normal business hours and on weekends as needed

MineralTree is an equal opportunity employer. We support the principle of equality of treatment in employment, and are committed to having procedures to determine equal pay for all our employees that do not discriminate and are free from bias.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AkkaLibraries
    • GraphQLLibraries
    • DjangoFrameworks
    • JSFFrameworks
    • Node.jsFrameworks
    • PlayFrameworks
    • SpringFrameworks
    • KubernetesFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • ConfluenceManagement
    • JIRAManagement
    • Monday.comManagement
    • WordpressCMS
    • SalesforceCRM
    • PardotEmail
    • Google AdsLead Gen
    • G2Lead Gen
    • LinkedInLead Gen
    • LeadLanderLead Gen

Location

We are located at the junction of Route 2, Alewife station, and bike/walking paths. We have access to a fitness center, cafes, food trucks, and more!

An Insider's view of MineralTree

What are some social events your company does?

Before Covid-19 we had in-office happy hours every month, a book club, gaming clubs and seasonal parties which include our summer outing and holiday party. We also have a cornhole tournament during the summer and team lunches every Friday. Since going remote, we still try to emulate that in-office feel as much as we can hosting fun virtual events!

Daniela Lupien

Human Resources Manager, People & Culture

What does your typical day look like?

My mornings usually start with meetings to align our cross-functional development teams on plans for the day, as well as for the sprint. Afternoons are spent on a variety of activities - anything from helping a team member solve a problem to organizational process improvement initiatives. Every day presents a unique and fun challenge!

Anna Miller

Principal Program Manager

How does the company support your career growth?

MineralTree has a generous tuition reimbursement program that is helping me become a stronger asset for the company and grow my career! My team is also really supportive of my career growth by letting me take the lead on important projects and being open to my thoughts and ideas. (even when they're a little unconventional!).

Lauren Madigan

Senior Marketing Graphic Designer

How do your team's ideas influence the company's direction?

At MineralTree, we are customer obsessed! The customer experience is at the heart of every decision we make. Our team members who work directly with our customers have great influence over the direction of the company. The end result is happy clients and brand advocates, which allows us to expand our business to new clients and partners.

Joe Fortini

Vice President of Customer Success

What's the biggest problem your team is solving?

We are an AP automation company - our goal is to help digitize the finance functions and minimize the friction in accounts payable. In product, our job is to ensure that we deliver value to clients and that we are solving a pain point for them. We make sure we are doing this by delivering a user experience that is quick, efficient and easy to use.

Elle Kowal

Chief Product Officer

What are MineralTree Perks + Benefits

MineralTree Benefits Overview

As a regular full-time MineralTree employee you will enjoy a competitive salary, bonus and benefits for your peace of mind, such as -- Blue Cross Blue Shield medical and dental insurance, vision, life, disability and more! You will save for retirement through our 401K and have the opportunity for growth with our tuition reimbursement. We also know that talented people tend to hang together, which is why we provide you with the opportunity to earn significant referral bonuses. With hard work comes the need for time off, so we provide unlimited vacation giving you the opportunity to recharge. These are just a few of the great benefits we offer. We look forward telling you more about all of the great benefits, perks and career growth opportunities here at MineralTree!

Culture
Volunteer in local community
MineralTree has a Women of MineralTree group that volunteers together at organizations like Rosie's Place and we also founded a community volunteering initiative called MineralTree Impact.
Partners with Nonprofits
MineralTree partners with organizations like Rosie's Place and Cradles to Crayons to give back to the community..
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
MineralTree has internal employee resource groups to support employees and encourage individuality and inclusivity.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer a Dependent FSA plan, along with a Health Savings Account (HSA) which is funded by MineralTree. Both plans are used to defer money tax-free to pay for qualified, unreimbursed medical expenses
Disability Insurance
We offer both short and long-term disability benefits for our employees. These excellent plans offer peace of mind knowing you will have excellent coverage if needed.
Dental Benefits
Dental Blue through BCBS provides a comprehensive dental plan which offers extensive benefits and a large network of dental providers.
Vision Benefits
MineralTree provides a Vision benefit offered by EyeMed.
Health Insurance Benefits
BCBS provides a comprehensive PPO and HMO plan for employees. You will have access to a large network of physicians. We cover up to 75% of the (3K & 6K) deductible by funding employees HSA accounts.
Life Insurance
We offer coverage on day one at no cost for employees provided by Unum. You will receive 1x your annual salary up to a maximum of $175,000.
Pet Insurance
MineralTree's pet insurance policy provided through the ASPCA supports our employee's love for pets.
Wellness Programs
Blue Cross Blue Shield provides a $300 reimbursement annually for fitness reimbursement, and $300 for "healthy actions" meaning if you receive a successful annual physical you receive a $300 gift card
Onsite Gym
An on-site gym is free for all employees and offers great classes, bootcamps and personal training!
Team workouts
MineralTree's on campus gym provides group fitness classes, and teams within the company get together when in the office for quick team fitness breaks.
Mental Health Benefits
We provide our employees with an Employee Assistance Program (EAP), and also offers a discount on the mental health app, Headspace.
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
MineralTree offers a generous paid parental leave for all new parents.
Flexible Work Schedule
MineralTree offers flexible work schedules for all team members and values a strong balance between home life and work.
Family Medical Leave
Company sponsored family events
MineralTree hosts an annual holiday party for all employees and their families. This is a fun celebration for all ages, and even includes activities for the kids!
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
MineralTree offers all employees paid time off to observe all major holidays.
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
MineralTree has company-wide sponsored events such as a summer outing, holiday parties, Women of MineralTree dinners and events, and more!
Free Daily Meals
MineralTree provides a team lunch every Friday, and the kitchen is always stocked with plenty of snacks to get you through the day when we are in the office!
Game Room
MineralTree's game room offers a large screen TV, foosball, shuffleboard and plenty of fun competition over the ping pong table!
Stocked Kitchen
We love coffee and snacks! We provide a wide variety of coffees, teas and plenty of snacks when we are in the office, and are looking forward to continuing to stock the kitchen post-pandemic!
Some Meals Provided
MineralTree provides team lunches every Friday (when in the office)!
Happy Hours
Parking
Recreational Clubs
We have a company-wide cornhole tournament every summer for employees, along with multiple employee sponsored clubs "from gaming to book club" for all interests!
Relocation Assistance
Fitness Subsidies
MineralTree provides a fitness reimbursement program offered by BCBS which reimburses for most common health and fitness programs up to $300 annually.
Home Office Stipend for Remote Employees
Professional Development Benefits
Tuition Reimbursement
MineralTree offers $5,000 annually for tuition reimbursement and industry certifications for all full-time employees.
Promote from within
Mentorship program
Time allotted for learning
Beginning in 2021 MineralTree will offer LinkedIn Learning for all employees to take advantage of development and training courses/modules which are taught by industry experts.
Online course subscriptions available
Customized development tracks
Paid industry certifications
MineralTree offers up to $5,000 annually for reimbursement toward industry certifications and tuition costs.
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