Director or Manager of Application Support
Posted on Sep 16, 2020 by Visionaire Partners
Director of Application Support
Tremendous opportunity for a Top Notch Application Support Manager or Director to join a progressive SaaS software firm and drive scaling our team and taking us to the next level.
You will be a hands on leader driving the resolution of customer issues, hire and manage a growing support team (on and off shore), serve as an escalation point for customers, manage support issues, collaborate with other internal teams, improve the escalation process, improve process for delivering customer feedback through the organization, process improvement, manage KPIs data and reports, hiring and mentoring, and provide reports and presentations to the executive team.
This is a direct hire position where you can work 100% remote the majority of the time after doing training 1 to 2 days a week in the office. Our office is based in Marietta. Excellent opportunity to take your career to the next level. We offer a great package including a bonus plan and stock options.
- 4+ years as a hands on application support Manager or Director for external customers
- Within the last 5 years experience working in an early stage technology company where you have scaled a team to at least 5 (prefer 20+ associates)
- Hands on manager with client escalations
- 8+ years of professional experience focused on application support
- Experience with supporting enterprise SaaS applications
- Experience building and scaling teams
- Strong understanding of SQL
- Understanding and experience with Linux (prefer RedHat Linux)
- Ticketing and service desk tracking tools
- Detail oriented
- Excellent problem solver
- Passion for customer service
- Consultative and collaborative personality
- A passion for building and scaling teams
- Excellent mentoring and coaching skills
- Excellent communication skills
- Stable job history
- Offshore management experience