Technical Support Manager

As a Technical Support Manager at bloXroute, your primary responsibilities will include leading a team of Technical Support Engineers, managing support downtime, and ensuring effective communication with users. You'll establish clear workflows and SLAs, continuously improve processes, and work closely with Engineering teams to resolve technical issues promptly. Additionally, you'll guide users through onboarding and provide strategic insights that help them succeed with our products.

To be considered for the Technical Support Manager position at bloXroute, you should have 5+ years of experience in a similar role or relevant experience. Strong management skills, an understanding of ETH and Solana blockchain networks, and experience with Web3 clients are also essential. Excellent communication skills and problem-solving abilities are crucial for building rapport with users and effectively leading support teams.

At bloXroute, we empower our Technical Support team through continuous training and development. We encourage open communication, implement new customer support tools that align with our products, and leverage user feedback to enhance our support processes. Regular performance reports further ensure that our team remains high-performing and motivated.

A Technical Support Manager at bloXroute will use various customer support tools to enhance team efficiency. These may include ticketing systems, Issue tracking software, and communication platforms that help manage user inquiries and maintain a positive user experience. Customizing these tools to meet our needs is part of the role, ensuring smooth workflows and effective transformation of user needs into actionable insights.

Working as a Technical Support Manager at bloXroute offers a fully remote and flexible environment. You’ll collaborate with a dynamic and diverse team of professionals who share a common goal of delivering exceptional service. Our supportive culture ensures you can thrive and create strategies that make a real impact for users of blockchain technology.

When discussing your experience leading a technical support team, highlight your leadership style and specific examples of how you've motivated and developed team members. Explain your approach to performance management and how you maintain high morale within the team while effectively achieving company goals.

To effectively handle customer complaints, emphasize your listening skills, empathetic communication, and problem-solving abilities. Describe a specific instance where you turned a negative customer experience into a positive one, showcasing how you followed up to ensure their satisfaction with the resolution.

Explain your step-by-step approach in managing technical issues, including initial triage, communication with users, coordination with the engineering teams, and follow-up. Showcase your commitment to clear documentation and knowledge sharing with your team to prevent future occurrences.

Demonstrate your commitment to continuous learning by discussing how you follow industry news, participate in relevant webinars, and collaborate with industry peers. Mention specific resources or communities you engage with, showcasing your proactive approach to staying informed in a rapidly evolving space.

Discuss how you involve your team in developing SLAs and workflows to ensure they are achievable and effective. Emphasize the importance of clear communication, reviewing past responses to user needs, and continuously seeking user feedback to refine these processes.

Highlight specific strategies you implement to foster collaboration, such as regular team meetings, collaboration tools, and team-building activities. Discuss how you encourage open communication, ensure team members feel valued, and recognize successes to enhance overall efficiency.

Share a particular technical solution that improved support processes, detailing the challenges faced, your approach in implementing the solution, and the resulting benefits. Use metrics to illustrate the positive impact on resolution times or user satisfaction.

Explain your methods for assessing team performance, including key performance indicators such as resolution times, user satisfaction ratings, and productivity metrics. Discuss how you use these insights to provide constructive feedback and set development goals for team members.

Share your experience with Ethereum, Solana, or other blockchain technologies, detailing specific projects or roles that involved interaction with these platforms. Highlight your understanding of decentralized networks, nodes, and related technologies, reinforcing how this knowledge equips you to excel in this position.

In your answer, convey your passion for blockchain technology, your suitability for the role based on your skills and experience, and your desire to make a significant impact at bloXroute. Discuss the company’s mission or values that resonate with you and inspire you to contribute.