Manager of Customer Support, Posit
$130.1-171.7k
+ An annual profit-sharing bonus
More information about location
Open source and enterprise ready tools
Open for applications
Open source and enterprise ready tools
201-500 employees
Open for applications
$130.1-171.7k
+ An annual profit-sharing bonus
More information about location
201-500 employees
Company mission
To create free and open-source software for data science, scientific research, and technical communication.
Role
Who you are
- We seek a Manager, Customer Support with at least 2 years of management experience, to help us lead, guide, and improve our support experience
What the job involves
- Posit’s Customer Support team is the first point of contact with customers who are struggling with Posit software
- Working on this team will give you the opportunity to improve customer experience, influence product improvements based on feedback from customer interactions, and lead a creative and collaborative team of talented support engineers
- Guide day-to-day support functions
- Coach engineers on their career development
- Improve Support processes for the benefit of the customer and the team
- Foster a collaborative and open team culture
- Increase automation and deflection based on analysis of tickets
- Monitor and improve KPIs
- Facilitate knowledge sharing
- Setting direction for the whole team and building a team culture of psychological safety, technical excellence, and continuous improvement
- Creating team-wide processes that allow us to scale by identifying, clarifying, and completing projects and customer engagements and sharing knowledge across the team
- Communicating with other teams across the company to ensure they know what Support is doing and planning, and vice versa
- By the end of your third month, you would…
- Meet the rest of the Support team and a meaningful fraction of the rest of the company
- Understand our Pro Products, offerings, and processes
- Know your direct reports, their career aspirations and values, and understand what makes them tick at Posit
- Develop hypotheses on operational improvements that could make us more efficient
- By the end of your first year, you would…
- Own part of the team’s process for identifying, scoping, prioritizing, assigning, and completing work
- Identify 1-2 opportunities for meaningful improvement to Support team processes and grow the team's effectiveness, efficiency, and/or impact, and begin implementing them
- Develop relationships with people on other teams across the company to be more effective as a leader
Our take
In a data-driven world, having reliable and accessible software is key to optimizing functionality. Posit provides R and Python-based tools to help improve the speed and quality of analysis, created "for data scientists by data scientists", with uses in data science, scientific research, and technical communication.
Posit's unique approach to creating universal data processing capabilities is helping to create new pathways in the digital age. It uses a unique blend of social and commercial endeavours to satisfy the demand for comprehensive data processing, and many of the company's products, including Posit Team for enterprises, are open sourced and accessible to all. Those looking for more advanced products can access programs such as Posit Server Pro and Shiny Server Pro for workspace management.
Given its unique approach to data management, entities from Liberty Mutual to Walmart and NASA have been incorporating Posit's technology. The company has received considerable amounts of funding, which has been used to expand its services, in 2024 launching the beta of its next-gen data science development environment. As the demand for open-source services continues to grow, Posit's effort to create data management services for all should continue to capture market share.
Steph
Company Specialist at Welcome to the Jungle
Insights
41% employee growth in 12 months
Company
Funding (1 round)
May 2021
$161.3m
LATE VC
Total funding: $161.3m
Company benefits
- 100% remote (or come in to one of our offices in Seattle or Boston)
- Pick your hardware — we want to equip you with what you need to do your best work
- All our full time employees are given an allowance to outfit their home office
- We have a flexible environment with a “take what you need” vacation policy
- Positive, passionate culture working with a world-class team committed to data science and the R language
Company values
- Open - We aim for transparency in the way we make and share tools—and the way we manage our company. We believe that great ideas come from anywhere—and that we’re better together.
- Resourceful - Intelligence is more than ‘book smart’ or ‘tech smart.’ It’s a mindset. To better serve everyone in our community we value continuous learning, curiosity, and emotional intelligence.
- Generous - We collaborate with our customers, the community, and each other with open hearts and minds. And we believe the effort, capital, and care we put out into the world benefits everyone in the end.
- Lasting - We want to remain an independent company for the long term. We make investments with this goal in mind, starting with our people. Our benefits programs are designed to ensure the long-term wellbeing of our teams.
Company HQ
South Boston Waterfront, Boston, MA
Articles
Leadership
JJ Allaire
(CEO)Founded Allaire, where they served as CEO and then Chairman. JJ also founded Onfolio, which was acquired by Microsoft. They founded FitNow in 2008 before starting RStudio in January 2010.
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