Technical Support Manager | Carbyne
Description

What will you do?

1. Manage the Technical Support team- while being hands-on technically (In Carbyne we believe in leading by example)

2. Manage the support, including issue resolution, cross-departmental workflows, and escalation management

3. Manage Carbyne’s 24/7 NOC and be responsible for our SLA

4. Identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions

5. Lead and implement Carbyne global monitoring and alerting platform and maintain them regularly

6. Work with Carbyne's global partners to deliver a complete technical support enclosure of our platform

7. Help drive troubleshooting and product decisions through data: identify and act upon trends

8. Collaborate with R&D, Product Management, Customer Success, Sales and Operations team to ensure customer feedback is received is a structured and predictable manner

9. Focal point, as needed, for internal and external customer escalations

10. Define, recommend and implement innovative solutions that maximize operational efficiencies and customer satisfaction


Who we are?

Carbyne is a global innovation leader in public safety technology. Our technology unifies the flow of life-saving information to emergency call centers (ECCs) onto one simple platform. By using Carbyne’s innovative cloud-native tools like live video, instant chat, dynamic location and more, ECCs can now fully connect to an incident, sharing the information with emergency units, increase its response efficiency and ultimately save lives every day.

Our platform is being used in over eight countries around the world and we provide services to over 240,000,000 people and manage 450,000 emergency calls a month.

Join us, and create a better Now!

Requirements

1. 4+ years of experience in technical support, working with global customers (B2B/B2G)

2. Proven experience in managing support teams - recruiting, training, coaching and motivating employees to reach the department goals, including KPIs planning and measurement using CRM, reporting and management tools.

3. Experience in SaaS-based product

4 . Strong technical background in SIP & telephony, networking, log analysis, cloud services and troubleshooting methods, web services and SQL.

5. Knowledge and hands-on experience in monitoring and alerting solutions (e.g. data dog, OpsGenie, kibana, etc..)

6. Proven ability to resolve customer problems, complaints and issues utilizing appropriate internal and external resources

7. Experience implementing processes and cross wide solutions in a global company

8. Proven technical troubleshooting and fault isolation skills in a multi-platform-system-environment

9. Networking knowledge (Routing, Switching, Firewalls)

10. Excellent interpersonal skills and a Can-Do approach

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