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Senior Manager, Support Engineering
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- You will lead a small team of senior support engineers in our Tier 2 and 3 teams who serve as an escalation point for our Tier 1 Support team.
- Aid with prioritization, planning, technical investigation, and critical communications around high priority customer inquiries, escalations, and incidents that arise with the Afresh solutions, including defining and refining Tier 2 & 3 expectations during urgent incidents
- Track and report on team KPIs with a solutions-oriented mindset, aiming always to improve team health and Support quality
- Hire, onboard, and train new Tier 2 and 3 Support Engineering team members as needed
- Experience with Zendesk, HelpScout or other CS solutions is required
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