Job Post

Manager, Tech Support

Everbridge
25 Corporate Dr., 4th Fl
Burlington, MA 01803

Description

As a Technical Support Manager you will be supporting and working with our Technical Support Team dedicated to our JARVISS product. This manager will not only work closely with a complex and demanding client, but will also develop strong relationships with our development management, product management, and operations functions to facilitate solutions to customer issues. It is imperative that this manager is comfortable working with cross functional teams to ensure the best possible customer experience is provided.

Job Duties:

  • Lead and train a small team dedicated to the support of JARVISS. Work directly with customer, and become their advocate here at Everbridge
  • Ensure that your team provides sterling service at all times, and receives ongoing, timely updates on new issues, technical training/mentoring on new product features, work around and processes as needed
  • Work collaboratively with other technical teams to resolve difficult production issues under tight time constraints
  • Provide ongoing, timely updates on product issues to management and stake holders, including, customer impact and messaging to customers
  • Facilitate customer resolutions for escalated issues and assist in the engagement of the necessary technical support of other groups, as well as the direct management of customer escalations


Required Qualifications:

  • 5+ years of work in a support leadership role. Must have demonstrated success in handling and supporting high value, high intensity clients
  • Strong troubleshooting skills and determination of appropriate prioritization based on customer and business impact
  • Ability to understand new technologies quickly and articulate technical concepts to customers and internal staff
  • Capacity to work in a fast-paced environment and deliver quality solutions to customers through strong analytical/problem solving skills
  • Ability to communicate effectively with the Support Management team as well as departments across the company (Sales, Marketing, Professional Services, Engineering, Product Management, Operations etc.)
  • Demonstrated strong leadership and the ability to foster an environment of teamwork
  • Consistent focus and passion to deliver the best possible experience for our customers
  • Demonstrated ability to prioritize, plan, and execute daily duties and responsibilities
  • Bachelor's degree or equivalent
  • Experience and understanding of the software development cycle
  • Working knowledge of CRM software such as Salesforce.com
  • Must be a U.S. Citizen
  • Significant travel to various sites needed

Preferred Qualifications:

  • Past Approval of Military clearance
  • US Military background, DoD or other government work experience highly desirable
Category: Customer Success
Full-time

See What It's Like To Work Here

Hello, we're Everbridge

Our Critical Event Management solutions are used by over 4,000 organizations to keep people safe and avoid and/or lessen disruption to operations when such events as severe weather, workplace violence, active shooters, terrorism, IT and power outages, environmental spills, brand attacks on social media, product recalls, and medical emergencies

Everbridge was founded in 2002 in the aftermath of the tragic events of 9/11 with the mission of helping to keep people safe amid critical situations. 

Our Critical Event Management platform helps manage critical events for 4,500+ customers globally, reaching more than 500 million people in over 200 countries and territories

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