Manager of Technical Support, Bynder
Digital asset management platform
Be an early applicant
Digital asset management platform
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
Bynder's mission is to inspire brands to thrive through exceptional content experiences.
Role
Who you are
- 3+ years of experience in technical support leadership roles within a SaaS or technology environment
- ITIL certification or similar qualifications
- Proven track record in managing major incidents and team performance
- Experience with tools such as JIRA, Zendesk, or equivalent platforms
- Familiarity with cloud platforms like AWS, Azure, or Google Cloud
- Strong leadership and people management skills with a focus on team development
- In-depth knowledge of ITIL processes and best practices
- Ability to manage high-pressure situations during major incidents
- Analytical mindset with a focus on process improvement and efficiency
- Excellent verbal and written communication skills in both English and Dutch
- Technical acumen to support troubleshooting and collaborate with technical experts
What the job involves
- We are seeking a skilled and motivated Manager, Technical Support to lead a team of 2nd Line Technical Support Engineers while also taking on the role of Incident Coordinator to drive incident management excellence in a SaaS environment
- This role combines leadership and strategic oversight with the responsibility of coordinating major incident resolution, ensuring minimal service disruption, and fostering a culture of continuous improvement within the support department
- Based in Amsterdam and Rotterdam, Netherlands, you will collaborate closely with Product Managers and Engineers to ensure timely and effective resolutions for your team and provide outstanding service to our customers in line with SLA standards
- You will be part of an international team located in Amsterdam, Boston, San Francisco, and Melbourne, leading the team that serves as the go-to experts for users of our product worldwide
- Your primary responsibility will be to provide leadership and guidance to your team, enabling them to deliver exceptional service efficiently and effectively
- In addition, you will act as the Incident Coordinator during major incidents, orchestrating the processes and communication necessary to ensure a swift resolution
- Leadership & Team Management:
- Oversee, mentor, and develop a team of 2nd line Technical Support Engineers (~8 FTEs), ensuring they have the necessary skills and resources to provide high-quality customer support
- Foster a collaborative and high-performance team environment
- Monitor team performance and ensure the delivery of exceptional support services. Conduct performance evaluations, set objectives, and support career development for team members
- Act as a liaison between the support team and other departments (Engineering, DevOps, Product) to ensure smooth issue resolution and product development
- Service Management & Incident Coordination:
- Apply ITIL principles to ensure effective incident, problem, and change management
- Lead and coordinate the process of major incident resolutions, ensuring timely communication with all stakeholders (incl. customers and senior management) and procedure follow-up
- Conduct and lead, the post-incident review sessions, ensuring that root causes are identified and addressed. You will be responsible for creating the Root Cause Analysis of the incident on request
- Develop, maintain, and improve the incident management framework, ensuring swift and effective responses
- Act as an escalation point for high-priority technical issues and customer escalations, guiding the team toward swift resolution
- Process Optimization & Continuous Improvement:
- Identify opportunities for process, workflow, and tool improvements and implement initiatives to enhance efficiency, effectiveness, and service quality
- Collaborate with other departments to align support processes with company objectives and customer needs
- Implement metrics and KPIs to monitor performance and drive continuous improvement
- Technical Expertise & Problem-Solving:
- Maintain a strong understanding of the company’s products and related technical environments
- Support engineers in troubleshooting complex technical issues and ensure effective root cause analysis
- Stay informed about relevant technologies and industry best practices to continuously enhance team capabilities
- Communication & Stakeholder Management:
- Communicate clearly and effectively with internal teams, customers, and senior management
- Provide regular status updates on incidents, support performance, and ongoing improvement initiatives
- Ensure communication is effective in both English and Dutch, adapting language for technical and non-technical stakeholders
Our take
With an increased demand for content that is agreeable, personalised, and brand consistent, the digital asset management industry is growing fast, and Bynder is keen to cement its place as a key player.
As a scalable SaaS solution which is recognized for its innate user experience, Bynder is aimed at brand-forward companies seeking a user friendly digital asset management (DAM) solution that they can utilise quickly. These companies increasingly deem DAM as necessary for a customised customer experience, and to free up time for wider strategic business initiatives, and so this presents a great growth opportunity for Bynder.
The company has built on its foundation of an innate user interface, as well as strong portal and swift deployment capacity, by expanding its partner ecosystem and integration capabilities. Serving over a million users across thousands of organizations, including the likes of Spotify, Puma, and Icelandair, the appeal of Bynder's solution is clear. In 2022, it was announced the company would be purchased by private equity firm THL, a move which will enable it to accelerate growth and "help even more brands deliver exceptional content experiences."
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Aug 2016
$22.2m
SERIES A
Total funding: $22.2m
Company benefits
- Hybrid, remote & flexible options
- Bynder clubhouses - a safe space to create and maintain a strong sense of togetherness, foster innovation, and enjoy focus time when things get hectic at home
- Comprehensive health plans
- Unlimited holidays
- Generous parental and family leave
- Travel allowance
- Pension/401(k)
- Leadership academy
- StrengthsFinder assessment
- Access to LinkedIn Learning
- Mentorship program, as well as summer & winter school workshops
- Feedback culture, role scorecards and OKRs
Company values
- Accountability - We are honest, reliable, and efficient, but we are not perfect. If we make a mistake, we will acknowledge it and make appropriate corrections.
- Growth - At Bynder, we're dedicated to helping creative marketers grow their brands. But, it is also our mission to grow our own brand, improve our performance, and strive to become the best we can be—as individuals and as an organization—by supporting and championing one another.
- Unity - Our teams win and lose together. We all work towards the same goals, and we include all stakeholders in important conversations as we actively seek to eliminate silos.
- Innovation - Byndies are always eager to innovate. We encourage new ideas in all job fields and put a strong focus on cross-cultural and cross-functional collaboration: the insights we share allow us to continuously improve our products, services, and processes.
Company HQ
Leidseplein, Amsterdam, Netherlands
Articles
Leadership
Chris Hall
(Chairman of the Board)Previously founded Label A and co-owned i-Concept. Left his role as CEO of Bynder to become Chairman in July 2020.
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