Technical Solutions Manager

Skillable is a 100% remote and virtual tech company that’s modernizing the world of training. Come share your professional magic with highly talented, driven and fun colleagues who believe in the power of “skilling.” Experience what a true team focused on doing the right thing feels like!

Our people and talent are what make us great and fun! We work together to create amazing solutions and experiences for our customers and their clients. We utilize our employees’ personal strengths to help our company grow and ensure our team is living their best, authentic life. We don’t just share our appreciation for our team members once a year with a branded mug—it’s shared on a daily basis. Our remote work environment blends the demands of work and life without the added pressure of commuting or feeling guilty about leaving early to visit the dentist.

Come work with us and learn what teamwork and integrity blended with an emphasis on well-being and balance can do for your career!

Responsibilities

• Provide proactive post-sales technical and tactical support related to supporting the implementation, initial set-up and specific customization of customer needs within Skillable applications and cloud provider vendors.
• Serve as a subject matter expert on Skillable working directly with assigned external customers to ensure their technical success on Skillable platforms on a regular cadence and addressing ad-hoc needs as requested.
• Serve as a subject matter expert and consultative partner for an assigned book of customers providing technical explanations to ensure clarity and understanding of the implementation process with Skillable’s platforms and products.
• Leverage Skillable technical knowledge to pro-actively lead new customers through launching Skillable services into their organization and highlighting areas requiring specific attention for customization.
• Consistently share best practices and proven processes to promote broader team accountability, consistency and coverage of customer implementations and workflows, ensuring that SLAs are met and work items are tracked within the ticketing system.
• Continuously contribute to Skillable’s source of truth efforts for consistent and singular information tools, documentation and resources to guide and assist in customer platform usage or troubleshooting, in addition to standardized solution approaches for team members.
• Provide customers with updated, clear and effective readiness materials, documentation, post-issue summaries and tools to guide in the use and troubleshooting of issues.
• Communicate regularly and professionally to customers both in response to their needs and with proactive Skillable specific updates that secure a strong professional partnership.
• Continuously review and identify post sale solutions for current customer programs and processes that do not scale well today.
• Advise external learning partners and internal teams to determine the best strategies for customer setup and platform best practices.
• Partner with CX leadership to collect, analyze and provide trend feedback, internal data and lab usage reports to Sales as needed for activities such as quarterly business reviews, opportunity scoping and customer support where necessary.
• Work closely with Sales and Client Experience to drive detailed evaluations of customer specific challenges, support challenges and growth opportunities.
• Provide guidance, best practices, and process for customers on Virtual Environment Development.
• Design and execute plans for identifying and mitigating business and customer onboarding risks to reduce the potential for customer dissatisfaction and/or churn.
• Partner with Marketing, Product Management, Infrastructure and Engineering teams related to platform and application issues or common feedback and requests from customers in an effort to help in scaling, supporting and advancing Skillable’s continuous product evolution.
• Perform activities within Skillable Studio as necessary as part of the Client Experience org as a part of the customer lifecycle, customer onboarding or customer support.
• Partner with stakeholders in maintaining updated information on the Hub site(s) related to the onboarding and implementation of new customers and updates to existing customers.
• Support and promote the company values through positive interactions with both internal and external partners and customers on a regular basis.
• Other strategic business initiatives or cross-functional project involvement as required.

Qualifications

• Bachelor’s degree in computer science, related field OR equivalent professional experience in a technical and direct customer facing role.
• 5+ years of relevant professional experience within operational and customer impacting roles.
• Experience in developing and testing virtualized lab environments preferred.
• Strong ability to troubleshoot and problem solve.
• Proven ability to communicate clearly and professionally through video or phone and both written and verbal – across various audience levels including leadership
• Proficiency in Hyper-V or ESXi required
• Knowledge of Server/Client Distributed Model required
• Skills in JavaScript Console/DOM Web Application Troubleshooting required
• Familiarity with PowerShell, Python, and/or JavaScript preferred
• Experience with Git/GitHub/ADO, RESTful API, Docker and Virtualization Technologies required
• Familiarity with implementations of common VPN protocols (OpenVPN, Wireguard, etc.)
• Experience with common Public Cloud Providers (Azure, AWS, or GCP) required.
• Azure RBAC and Policy, AWS IAM Permissions Boundaries, Azure ARM, AWS Cloud Formation, Azure Blob and AWS S3 experience is desirable
• Ability to multi-task, prioritize, and meet deadlines.
• Desire and ability to work at a fast pace and drive concurrent technical projects is required.
• Proven ability with excellent written and verbal communication skills.
• Must be comfortable working closely with technical and business audiences of all levels.
• Experience working cross-functionally and promoting collaborative partnerships to drive results.
• Strong MS Office, including Teams for web conferencing and internal communication and collaboration preferred.
• Detail oriented and organized.

Salary Range

The base salary for this position is $35,000 - $55,000 USD annually. This range does not include at plan potential for commissions and/or quarterly upsides. This role is not eligible for Skillable’s corporate bonus plan. Consistent with applicable laws, compensation will be determined based on the candidate's level, relevant skills, qualifications, and experience along with requirements for the position and annual financial plans.

Skillable is a distributed first team with employees working across the U.S., and we do not consider geography when determining compensation ranges.

Please note that it is not typical for an individual to be hired at or near the top of the range. Skillable reserves the right to modify this compensation range at any time.

Pay range and current benefit offerings are effective for 90 days from posting date. Standard employment offerings are subject to potential change upon periodic review and analysis, at the discretion of Skillable.

Working Conditions:

The job conditions for this position are in a remote home office setting, requiring a space that supports privacy and focus to attend to regular and frequent video and voice calls. Employees in this position use PC and phone on an on-going basis throughout the day. Periodic travel may be required equaling up to approximately 10% of the time.