Manager, Technical Support Engineering

About Groove Groove is a sales productivity platform that enables revenue leaders to increase dollars per rep across every division of the enterprise. More than 70,000 users at customers including Google, Uber, and Capital One leverage Groove to be more efficient and effective. Learn more: https://groove.co . Studies have shown that women and people of color are less likely to apply for jobs unless they meet all of the qualifications listed in a job posting. Here at Groove, we value unconventional candidates and people who are looking for stretch roles; therefore, we encourage you to apply even if you don’t believe you meet every one of the qualifications. About the Role  We are seeking a highly skilled Technical Support Engineering Manager to join our team. In this role, you will be responsible for managing our Technical Support Engineering team, ensuring they provide excellent technical support to our clients. You will work closely with the Tier 1 Product Support Specialists team, Engineering, and other cross-functional teams to identify and resolve complex technical issues. Responsibilities Manage a team of remote Technical Support Engineers, ensuring they meet KPIs and provide excellent customer support. Identify technical issues and work with cross-functional teams to develop solutions. Analyze support data and trends to identify areas for improvement and implement changes to enhance the quality of technical support. Develop and deliver training programs to increase the team’s technical skills. Build and maintain relationships with clients, ensuring their satisfaction with our technical support. Communicate technical information and updates to clients, ensuring they have a clear understanding of the resolution process. Develop and implement a process improvement plan that includes guiding the team in adding troubleshooting guides, facilitating strong knowledge-sharing for the team, and driving peer sessions for the team with Engineering and/or PMs. Manage the team’s Jira board & process, key metrics for the team and individuals, consistent comment updates on cases, and managing maintenance of Service Level Objectives. Lead the recruitment and hiring of new Technical Support Engineers, ensuring they meet the requirements of the team. Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field. At least 5 years of experience in a technical support role, with 2 years in a leadership capacity. Strong technical skills in cloud-based solutions, APIs, and troubleshooting. Experience with Salesforce APIs a strong plus. Excellent communication skills, with the ability to explain complex technical issues to non-technical individuals. Strong leadership skills, with the ability to manage a team and motivate them to achieve their goals. Customer-centric mindset, with a focus on providing excellent customer support. Ability to analyze data and trends to identify areas for improvement. Experience with supporting B2B SaaS-based platforms is a plus. Benefits and Perks Stock options 401k match Unlimited PTO for US employees Medical/dental/vision insurance, employee premiums covered at 99%! Company-paid life insurance 100% remote workforce Flexible and supportive working environment 12 Paid holidays Professional development opportunities Fun, collaborative, and balanced culture Company-wide and team-building retreats & virtual events Monthly Wellness Stipend *Benefits and perks may vary per country* Our Culture and Core Values At Groove we have three simple values: Team over Self, Care More and Enjoy the Journey and we take them seriously. Our teams are on a journey of building and growing a leading-edge company that drives huge value for our users. Our environment allows for self-motivated people to wear multiple hats, build processes from scratch, think outside the box and work with a diverse team based around the world. These are only a few of the reasons that we have a five-star rating on Glassdoor. Equal Opportunity Employer Groove is an equal opportunity employer and values diversity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We offer highly competitive compensation packages and excellent benefits, including medical/dental/vision insurance, flexible PTO, and a matching 401K. Your submission of this information is governed by our privacy policy and our use thereof. #LI-Remote