Technical Support, Senior Manager

Are you ready to join the API revolution?

About the role:

You will be working at a dynamic and fast paced Startup as a manager in the Technical Support Engineering (TSE) team. This team is responsible for assisting Kong customers in resolving complex technical issues in production and pre-production environments. 

The Sr. Manager, Technical Support Engineering is responsible for managing a team that provides high quality service to Kongs customers. This individual will thrive while motivating, recognizing and rewarding, coaching and training members of the team. They will act as an escalation point for customers that require managerial intervention and will work to provide robust feedback and guidance to our Product and Engineering teams while being a voice for our customers, community, partners and the broader Customer Experience (CX) team.

You want to make our customers and partners successful while strengthening their relationship with Kong. You can make a huge impact and have real ownership for the work you do.

What you’ll be doing:

• Manage a team of 6 to 10 TSE’s who are servicing the requests and ongoing needs of our customers
• Provide daily direction through coaching, one-on-ones and quality feedback to employees so that requests are handled in a timely, efficient and knowledgeable manner
• Provide continual evaluation of processes and procedures.
• Responsible for suggesting new methods to streamline operations through improved processes and additional technology
• Work cross-functionally with customer experience, product and engineering teams to continuously improve the customer experience using Kong products
• Manage customer escalations Performance management of the TSE teamWork as a member / leader of special or ongoing projects that are important to the TSE team

What you bring:

• 10+ years of proven experience in an enterprise software company with at least 3 years in a leadership position
• Customer-first orientation, Exceptionally collaborative, flexible and adaptive when working with customers and various teams within the organization
• Strong leadership skills with the ability to guide teams through periods of high growth
• Strong ability to multi-task and prioritize tasks in fast paced environment, real-time environment
• Strong proficiency with tools commonly used in a business environment including Salesforce service cloud CRM, JIRA and ConfluenceStrong analytic skills with the ability to identify trends and present information in a succinct and actionable manner
• Strong communication proficiency and skilled at offering both verbal and written feedback to agents
• Bachelor’s degree or relevant experience is highly preferred