Technical Support Manager

What your impact will look like here:

• Serve as the manager of the GovMeetings support team, completing all required managerial activities, supporting the team and ensuring adequate staffing resources are in place to meet objectives and removing blockers that prevent the team from working effectively
• Ensure the customer support function in the company is operating within designated performance expectations
• Undertake support work and resolve support tickets
• Work with Product and Engineering teams to prioritise bug fixes and hot fix releases
• Hire, train and coach new support representatives
• Act as an escalation point for critical accounts or client situations
• Own the customer experience as you provide quality product and technical solutions to help customers realize their goals utilizing our products and services
• Empower and manage the wider support team to do so
• Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate software issues based on customer product use
• Contribute to 24/7/365 on-call support
• Maintain and develop expert product knowledge for various Granicus products
• Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency:
• First point of contact for Implementation Support - escalated tickets, quick questions, etc.
• Work closely with the Product Management team to fully understand products, their use cases, roadmaps and deployment plans
• Seamlessly manage customer request tickets to meet Service Level Agreements (SLAs) and key metrics
• Create content about the product, including new features, in a clear and concise way and engaging with customers about these features early on in their development
• Foster and encourage engagement within the customer community through:
• Customer Network
• Forums
• Regular on site meeting
• Webinars
• User group events
• Grant the ‘certified user’ status to customers with exceptional participation in the community - Granicus University

You will love this job if you have:

• 2+ years of increasing responsibility and management/oversight in a relevant support field, such as public sector organization or software company
• Extraordinary appetite for customer service, analytics and advancement driven by data
• Pursuit of Support and User Community best practices
• Excellent technical and support experience and a passion for process and systems improvement
• Exceptional interpersonal skills for internal and external relationship-building
• Ability to thrive in a lean, self-propelling, proactive environment
• Commitment to diversity of thought and consideration of different ideas
• BA/BS degree or equivalent

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

• Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.