Desired Skills and Experience
- Define & Manage Technical Support processes in order to meet objectives
- Maintain roadmap for Technical Support initiatives.
- Review and improve Technical Support processes
- Hiring of Technical Support team
- Conduct individual performance reviews
- Sets team and individual goals
- Manages scheduling, including after hours on-call
- Manage priority issues
- Handle customer feedback and requested escalations
- Step in as a TSE resource when required (eg: busy day, on-call coverage gap)
- Provide product feedback and suggestions for improvement, an advocate to help prioritize Product Management and Development efforts
- Act as a point of technical escalation and coordination for issues and projects involving the solution
- Perform scheduled and ongoing technical training, demonstration, and coaching of all value areas of the SaaS offering
- Raise product defects and influence Product Roadmap
- Create knowledge articles and reusable presentation materials for all of Technical Support
- Take ownership of escalated technical issues and own them to completion
- Experience and growth in a technical team environment
- Provide strong analytical skills regarding technical and program management issues
- Has personal pride in the quality of work delivered
- Demonstrates expertise in account management
- Knowledge of and interest in web and network architecture
- Linux knowledge
- Excellent written and verbal communication skills with a passion for sharing new ideas in a dynamic environment.
- Must be comfortable communicating and discussing technical concepts with customers and peers.
- Excellent analytical and troubleshooting skills
- Relevant Experience or Degree or Diploma related to Application and/or Network Operations
- 5 years of experience in the technology industry, ideally with up to 2 years in technical management, including people management
- Minimum 3 years’ experience in a Support, Administration, or Operations role relating to Network and Application Performance
- Demonstrable increase in responsibility in your previous role(s)
- Vancouver: One block from Waterfront Station in the heart of historic Gastown, AppNeta’s Vancouver office is home to our Product, Engineering and Customer Success teams. We are centrally located; convenient to all of Vancouver’s transit services and bike routes, being a bike friendly office.
- Boston: Located just steps from South Station in the heart of the Innovation District, AppNeta’s Boston office is home to our Sales, Marketing, Customer Success, Engineering, Product and G&A teams.
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