About Ditto:
Ditto is on a mission to unleash the full power of edge devices by removing all the plumbing required to build amazing applications. Ditto is a globally remote team. Our core values are trust, communication, and continuous improvement. We celebrate diversity and strive to create a team that encompasses a wide range of backgrounds, skill sets, and perspectives.
About the role:
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.
As the Technical Support Manager, you will:
- 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.
What you’ll need:
- 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.
Nice to haves:
- 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
Benefits we offer:
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Competitive salaries
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Stock options
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Medical, dental, vision, life, and disability coverage
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Flexible spending account (FSA)
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Flexible vacation policy
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401(k) plan
Come join our remote team and discover the possibilities of your best career!
Equal Opportunity Employer: Ditto is proud to be an equal-opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. Ditto is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let us know.
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Top Skills
What We Do
The Edge Sync Platform magically enabling your apps to sync data with or without an internet connection.
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We’ve always been inspired by the power of innovative apps that bring people together. Developers who dreamed up big ideas have created entirely new industries and enriched the lives of friends, families, customers, and coworkers. Today, the best apps are the ones that help us collaborate on projects, share moments, and communicate effortlessly.
But app developers often face significant challenges creating these seamless, interconnected experiences. Whether wrestling with unpredictable internet connections or building complex and expensive backends, app developers have grappled with many complications that stand in the way of delivering magical experiences to their users. So we built Ditto, a platform for developers to build powerful ways to connect and sync apps with or without an internet connection and even without writing a single line of backend code.
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