Technical Support Manager, Carbyne

• Minimum of 5 years in Technical Support/Network Engineering roles, with at least 2 years in a leadership or management capacity within a SaaS or global tech company
• Strong proficiency in Jira, Zendesk, monday.com, and similar platforms, with a focus on escalated support scenarios
• Advanced knowledge of monitoring and network troubleshooting tools (e.g., Datadog, Rollbar, CloudWatch, OpsGenie or similar)
• Expertise in network protocols (SNMP, Syslog), IP technologies, cloud platforms (especially in AWS), and database management (SQL)
• Demonstrated leadership skills with the ability to manage, mentor, and develop a team of technical support engineers
• Excellent problem-solving skills, with a track record of managing complex technical issues and driving resolutions
• Strong communication skills, capable of translating technical details into clear, customer-friendly language
• A proactive and innovative approach to process improvement, with a commitment to enhancing customer support experiences
• Flexibility to work outside standard hours when necessary and willingness to travel up to 15%
• Feeling unsure because you don’t check every box? Don’t worry, we’ve been there too. At Carbyne, we value passion, potential, and a willingness to learn. If this role excites you and aligns with your career goals, we encourage you to take a chance and apply! You might be exactly who we’re looking for!

Desirable

• Carbyne is looking for a bright, passionate, and talented Technical Support Manager to support our customers and worldwide teams in the use of Carbyne's platform and to ensure ongoing success with our rapidly growing company
• The Technical Support Manager (Tier-2) is a critical component of Carbyne's Technical Support team, providing advanced support and leadership within our Tier-2 technical support team
• This role involves directly engaging with complex customer issues, overseeing Tier-2 support operations, and collaborating with cross-functional teams (especially R&D and Product) to drive strategies and improvements to the overall technical flow, constantly increasing our customer satisfaction levels and experiences
• Manage the Tier-2 technical support team, ensuring high-quality support for complex and escalated customer issues
• Develop and implement advanced troubleshooting procedures to address and resolve high-level technical problems within Carbyne's platform, ensuring adherence to strict SLAs
• Work closely with Engineering, QA, and Product teams to prioritize bug fixes and feature requests based on customer impact and feedback
• Foster a culture of continuous improvement by leading the evaluation and optimization of support processes and tools for scalability and efficiency
• Drive the development and maintenance of a comprehensive knowledge base and documentation for customers and internal stakeholders
• Mentor and train Tier-2 support engineers, enhancing their technical skills and product knowledge
• Collaborate with Customer Success and Sales teams to ensure a seamless customer experience and contribute to customer retention and satisfaction strategies
• Participate in cross-functional teams to translate customer feedback into actionable insights for product development