Technical Support Manager
Job Description
- Familiarity with SQL, programming/scripting languages (e.g., Python, Bash).
- Familiarity with cloud infrastructure.
- Experience with Networking/web architectures including HTTP.
- Experience with Containers / Cloud Platforms (Docker, Kubernetes, AWS, GCP, Azure).
- Experience with Access Management products, Identity Providers, Oauth2 protocol, JSON Web Token standard.
- Experience with databases (ideally MongoDB or RDBMS) and search engine (ElasticSearch).
- Experience with trace analysis, debugging, and JVM troubleshooting.
- Oversee daily operations of the technical support team.
- Manage performance and provide guidance to the team.
- Conduct ticket investigation and resolution oversight.
- Provide customer care and regional support.
- Lead knowledge management and documentation efforts.
- Drive innovation and process improvement initiatives.
- Serve as a subject matter expert for complex technical issues.
- Collaborate with Product Management, Engineering, and Sales.
- Lead training initiatives for the Support team.
- Monitor key performance indicators (KPIs) and report on trends.
- 5+ years of experience in a technical support or customer-facing technical role.
- Proven track record of managing and developing technical support teams.
- Extensive experience in prioritization and managing complex support operations.
- 2+ years experience with REST and RESTful APIs.
- Strong understanding of platform, products and integration with different environments.
- Experience with troubleshooting complex software, networking, cloud solutions (e.g., AWS, Azure) and APIs.
- Excellent medical coverage to keep your body and mind healthy.
- 15 days holiday/vacation in addition to in-country national holidays.
- 3 mental health days per year with an allowance toward a mood-boosting activity of your choice.
- Birthday off to celebrate your day.
- Learn and grow with our professional development allowance to be used to benefit your career.
- Quarterly outings and an annual off-site in an exciting location!
- Hybrid culture with options to go in to an office in one of our hubs.
- Ability to work for one of the fastest-growing companies and alongside some of the most talented people in the API technology sector.
- A meaningful, progressive, global company culture that is as fun as it is hardworking.
- Endless growth opportunities.
Join the API Revolution at Gravitee - Where Innovation Meets Growth
Since our beginnings in 2015, Gravitee has grown into a global force, recognised as a 2024 Gartner Magic Quadrant™ Leader for API Management. What started with four developers challenging the complexities of APIs has evolved into a revolutionary platform powering API and event stream ecosystems worldwide. We’re driving digital transformation for top enterprises, from Michelin to Roche to Blue Yonder and beyond, offering unmatched control over APIs and event streams.
Our rapid growth and leadership in API management are fuelled by our team’s commitment to excellence and our core values:
- Passion: We bring excitement to everything we do, constantly innovating to stay ahead of the curve.
- Do What it Takes: We go above and beyond to help customers and teammates succeed, holding ourselves to the highest standards.
- Professionalism: We believe in clear, respectful communication and prioritise the needs of our team and customers.
Join us on this journey. Be part of a team that’s redefining what’s possible in API management, and shaping the future of digital transformation. The possibilities are endless- be a part of the revolution!
THE ROLE & WHY IT EXISTS
Gravitee.io is taking APIs to the next level - we are the premier, open source API platform and we want everyone to know how amazing our software is. To make this happen, we are looking for someone passionate, curious and ambitious. This is where you come in.
We are currently recruiting for a Technical Support Manager to join our scaling team in India. As a Technical Support Manager, you will be responsible for delivering exceptional technical support to our customers.
This is a hands-on, critical role in our organisation and highly technical. The right candidate will enjoy problem solving with our clients in highly specialised and technical ways. Gravitee clients are the end-users of our platforms and are as technical as you are!
WHAT YOU WILL BE DOING
Your daily to-do list will feature some or all of the following, but is not limited to:
- Oversee the daily operations of the technical support team, including managing performance, providing guidance, and ensuring alignment with organisational goals.
- Ticket Investigation & Resolution Oversight
- Customer Care & Regional Support
- Knowledge Management and Documentation
- Innovation & Process Improvement by leading initiatives to drive innovation
- Serve as the subject matter expert for complex technical issues
- Collaborate cross-functionally with other teams, such as Product Management, Engineering, and Sales, to address customer concerns, report recurring issues, and provide valuable feedback to enhance the product
- Lead training initiatives to ensure that the Support team is knowledgeable, up-to-date on product features, and equipped to handle customer inquiries effectively.
- Monitor key performance indicators (KPIs) to evaluate performance and identify opportunities for improvement. Provide regular reports to upper management on team productivity, customer satisfaction, and support trends.
ESSENTIAL SKILLS
The right candidate will possess at least the following skills, if not more:
- 5+ years of experience in a technical support or customer-facing technical role, with a proven track record of managing and developing technical support teams
- Extensive experience in prioritisation and managing complex support operations with a focus on high-quality service delivery
- 2+ years experience with REST and RESTful APIs
- Strong understanding of platform, products and integration with different environments
- Experience with troubleshooting complex software, networking, cloud solutions (e.g., AWS, Azure) and APIs.
- Familiarity with SQL, programming/scripting languages (e.g., Python, Bash), and cloud infrastructure will be very valuable
ADDITIONAL TECHNICAL SKILLS
The right candidate will possess at least some of the following skills:
- Networking/web architectures including HTTP
- Containers / Cloud Platforms (Docker, Kubernetes, AWS, GCP, Azure)
- Experience with Access Management products, Identity Providers, Oauth2 protocol, JSON Web Token standard
- Experience with databases (ideally MongoDB or RDBMS), search engine (ElasticSearch) is a plus
- Experience with trace analysis, debugging, and JVM troubleshooting is a plus
AT GRAVITEE, YOU’LL GET…
- Excellent medical coverage to keep your body and mind healthy
- 15 days holiday/vacation in addition to in-country national holidays
- 3 mental health days per year with an allowance toward a mood-boosting activity of your choice
- Birthday off to celebrate your day
- Learn and grow with our professional development allowance to be used to benefit your career
- Quarterly outings and an annual off-site in an exciting location!
- Hybrid culture with options to go in to an office in one of our hubs
- Ability to work for one of the fastest-growing companies and alongside some of the most talented people in the API technology sector
- A meaningful, progressive, global company culture that is as fun as it is hardworking
- Endless growth opportunities
At Gravitee, no employee or applicant will be treated less favorably on the grounds of their sex, marital status, race, color, nationality or ethnic or national origin, disability, gender, sexual orientation, gender identity, age, pregnancy or maternity, marital or civil partner status, or religion or belief.
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