Technical Support Manager
CurrentLead a second-tier customer success team serving over 100K users at a web hosting company that allows photographers to organize, display and sell their work onlineTechnical Support responsibilities• Provide advanced troubleshooting of customer-reported issues, triaging, investigating and prioritizing, shepherding issues to completion• Represent customer, end-user and support team concerns to engineering and product teams, triaging and prioritizing efforts under tight deadlines• Collaborate closely with development, product, UX/UI team and customer support team to develop the most effective weekly release and track progress to milestones• Report regularly to C-Suite on progress, project risks and resources, and provide solutions• Develop expert understanding of third-party vendor’s processes and equipment• Ensure QA of iOS mobile applications targeting both customer and end-user versions• Demonstrate the platform at annual international and national trade shows to existing and potential customers in the US and UK, developing long-term relationships with customers and vendors• Create and maintain internal documentation for new features, developing the accompanying training materials and live sessions to ensure cross-team transparency• Minimize future escalations by developing best practices including new standards and guidelinesProduct responsibilities• Drive and prioritize new features, creating epics and user stories based focusing on high-volume customers and end-user interaction to grow business and market share• Develop deep product knowledge of the platform and how each area supports each customer and end-user persona• Experience in agile development with continuous integration, employing regular backlog grooming and cross-team prioritization to balance customer requests with resources
