Technical Support Manager, ditto
+ Stock options
Data sync platform
Be an early applicant
Data sync platform
101-200 employees
Be an early applicant
+ Stock options
101-200 employees
Company mission
To expand the internet via software enabling devices to synchronise data in realtime, even where the internet doesn't reach.
Role
Who you are
- Bachelor's degree in Computer Science, Maths or related fields
- 5 or more years managing a Support team in an infrastructure software company
- Experience managing Technical Support Engineers in multiple geographies
- Strong understanding of SaaS platforms and Cloud Infrastructure such as AWS, GCP and Azure
- Excellent leadership and management skills
- Familiarity with CRM and customer support software such as Zendesk
- Exceptional communication, interpersonal, and decision-making skills
- Ability to analyze data and create strategies based on findings
Desirable
- Experience supporting edge computing, distributed systems or networking technology
- Confidence in scripting languages such as bash or python
- Expert in executive communication and escalation management
- Specific experience with mobile development languages such as Kotlin, Swift, React and Flutter
- Multiple years experience as a support manager in a high growth startup
- Use of AI technologies in Support environment to optimise workflows and customer experience
What the job involves
- As Ditto’s Technical Support Manager, you will play an integral role in company operations by leading our support team and optimizing our support practices to deliver industry-leading customer service to our Fortune 500 Customers globally
- You will develop and implement support workflows and regularly liaise with internal and external stakeholders
- Directly manage daily operations of the global Support team, ensuring optimal performance and customer satisfaction
- Deliver customer service policies, standards, and procedures to foster exceptional service experience
- Maintain round the clock coverage schedule to achieve excellence in SLA attainment
- Working with HR partners to recruit and retain the best Support Engineer talent
- Internal collaboration with Sales, Product Management, and Engineering to expedite issue resolution and capturing customer feedback
- Drive continual improvement in our customer support platform,and processes
- Tracking and reporting on customer behaviour, satisfaction levels and team performance
Our take
While it's convenient to assume that all the data an app needs is always located in a single place, the reality is more messy. Multi-cloud platforms, IoT devices with varied or limited connectivity and even smartphones can hold necessary data for many applications. The problem for developers is how to tame, access and use this data. Ditto exists to fix this, providing a distributed database that pulls and synchronises data from edge devices and the cloud.
Able to operate even in locations without internet, using peer-to-peer WiFi, Bluetooth and wired networks to pull data together, it provides a layer of infrastructure which is increasingly required as IoT picks up steam. However, it is not the only entrant in this growing market, and faces competition from the likes of Whalesync, PieSync and Grouparoo.
While most of these companies provide the same kind of functionality, Ditto's large and growing customer base in the tens of thousands (including the likes of the US Air Force, Lufthansa and Japan Airlines) indicates that its product is a strong competitor in this space. It has also attracted the attention of investors, most recently closing a hefty Series A round. It intends to use this funding to almost double its headcount and to focus on commercializing its product.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
146% employee growth in 12 months
Company
Funding (2 rounds)
Apr 2023
$45m
SERIES A
Nov 2021
$9m
SEED
Total funding: $54m
Company benefits
- Fully Remote
Articles
Leadership
Max Alexander
(CPO)An extensive background in development, more recently working as a Mobile Engineer for Hipmunk and Product Engineer for Realm Inc.
Adam Fish
(CEO)Co-founded Roobiq in 2011. Following this they were VP of Product at Realm Inc and a Technical Consultant at HBO.
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