Global Technical Support Manager | Carbyne

What will you do?

  1. Manage the Global Technical Support team- while being hands-on technically (In Carbyne we believe in leading by example)
  2. Help drive troubleshooting and product decisions through data: identify and act upon trends
  3. Manage the global support, including issue resolution, cross departmental workflows, and escalation management
  4. Manage Carbyne’s 24/7 NOC and be responsible for our SLA
  5. Identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions
  6. Lead and implement Carbyne global monitoring and alerting platform and maintain them regularly
  7. Work with Carbyne's global partners to deliver a complete technical support enclosure of our platform
  8. Excellent verbal and written communications and positioning to customers
  9. Collaborate with Product Management, Customer Success, Sales and Operations team to ensure customer feedback is received is a structured and predictable manner
  10. Focal point, as needed, for internal and external customer escalations
  11. Define, recommend and implement innovative solutions that maximize operational efficiencies and customer satisfaction

Who we are?

Carbyne is a global leader in public safety technology. We are developing next generation 911 cloud-based ecosystem that enables real-time emergency communication between citizens and 911 services worldwide. Carbyne`s patented platform delivers live streaming video, advanced IP based communication, accurate dynamic locations (also indoors). This smart and rich data helps call takers analyze and process what is happening in real-time, provide accurate support, slash time to dispatch and ultimately save lives.

Join us, and create a better Now!

  1. 8+ years of experience in technical support working with global customers
  2. Proven experience in a management role - recruiting, training, coaching and motivating employees to reach the department goals, including KPIs planning and measurement using CRM, reporting and management tools.
  3. 3+ years working in a SaaS company
  4. Strong technical background in SQL, AWS services and troubleshooting methods, log analysis, SIP & telephony, web services
  5. Knowledge and hands-on experience in monitoring and alerting solutions (e.g. data dog, solarwinds, kibana, grafana 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. Common Networking/Internet Services (DHCP, DNS, Domain Registration, etc.)
  10. Networking knowledge (Routing, Switching, Firewalls)
  11. Excellent interpersonal skills and a Can-Do approach
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