Principal Technical Customer Support Manager

Proof is the world's first identity-assured transaction management platform and we are on a mission to digitize trust for all of life’s most critical transactions. Developed by the same market leaders and experts who brought notarization online with Notarize℠, Proof offers trust in a digital world by verifying identities and securing transactions to protect businesses and their customers. Since 2015, we’ve completed many of the world’s first digital commerce transactions, including the first online real estate closing, online mortgage closing, online auto sale, and online will and we're still just getting started!

As the Principal Technical Customer Support Manager, you will be the escalation point for complex technical issues, ensuring timely resolution and a high-quality support experience for our customers. You will lead troubleshooting efforts, collaborate with engineering and product teams, and drive continuous improvements in support processes. This role requires deep technical expertise, strategic problem-solving skills, and a customer-first mindset.

What you’ll do as the Principal Technical Customer Support Manager at Proof:

• Serve as a senior technical escalation point for critical customer issues
• Diagnose, troubleshoot, and resolve technical problems related to our platform
• Collaborate closely with engineering, product, and customer success teams to address system-wide challenges
• Develop and implement best practices for incident management and resolution
• Analyze support trends to proactively identify areas for improvement
• Mentor and guide support teams to enhance technical knowledge and customer interactions
• Drive initiatives to improve platform stability, performance, and customer experience

What we’re looking for:

• 10+ years of experience in technical customer support, preferably in SaaS or transactional software environments
• Expertise in troubleshooting complex software systems, APIs, and integrations
• Strong knowledge of cloud-based platforms, networking, and database technologies
• Excellent problem-solving skills with the ability to work cross-functionally
• Experience managing high-priority escalations and working with enterprise clients
• Strong leadership and mentoring abilities
• Exceptional communication skills, both technical and non-technical

You’ll really stand out if you are able to:

• Interface with internal/external groups for problem resolution and issue escalation including C-level positions
• Act as the “voice of the customer” inside Proof cross-functionally
• Work with sales partners to identify upsell and growth opportunities within assigned accounts
• Maintain composure in critical situations and communicate clearly with both internal and external customers

Proof Pillars

• Pave the Way: When obstacles arise, we break through barriers with passion and perseverance. We lead with creativity and forward-thinking. We aim to set new standards and shape the future in a repeatable, scalable way so the path to success is easier for our team to follow.
• Own It: We embrace the responsibility that comes with supporting life's most important transactions. When a problem arises we relentlessly pursue the solution with a 'Yes before no' attitude. Because every problem and every transaction is treated like it's our own.
• Act with Integrity: We are in the business of building trust and it is at the core of everything we do. We are honest and transparent with our customers, each other and ourselves. If we make a mistake, we own up to it right away and do what it takes to make it right. Our dedication to security and compliance is key to earning trust, fighting fraud and ultimately, our success.
• Play to Win: We believe excellence is about always striving to be better so when we get it wrong, we iterate, we learn and we grow. We know we can only go so far alone, we're better together and collectively, we win!

Here are some of our great benefits:

• Medical, dental, and vision benefits
• Life insurance, long and short-term disability coverage
• 401k Plan with a 4% match, beginning on your hire date
• Unlimited Sick and Vacation time
• 14 paid company holidays
• 2 company Chillax weeks (Summer & Winter)
• 12 weeks of paid parental leave
• 4 week sabbatical after 5 years of continuous full time employment
• Health Reimbursement Arrangements for fertility and gender affirmation
• Lunch on Proof through Grubhub credit
• Monthly work from home stipend
• Professional development credit
• Monthly reimbursement for Wellness
• And more!

This position will be posted and accepting applications through March 14, 2025.

Proof is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We'd love to hear from you.