Technical Product Customer Support Manager

About DevSavant

At DevSavant, we are a trusted technology partner. We deliver innovative, high-quality solutions with a focus on excellence and results. Our people are at the heart of everything we do, fostering a culture of growth and well-being. Join us and thrive in a supportive, success-driven environment.

Your primary responsibility is first and foremost to support our Technical Support Engineers that deliver timely, accurate information that helps solve our customer’s challenges. In this role you will be responsible for hiring, developing and mentoring team members as well as delivering against key performance metrics. You'll optimize our processes to provide exceptional service to our customers. You'll play a key role in shaping our customer experience as we continue to scale, ensuring smooth onboarding, effective incident management, and proactive problem-solving, while fostering individual contributions and driving cross-functional projects that spark innovation and collaboration. You need to be comfortable working in a fast paced environment and continuously challenge the team to step outside their comfort zone.

Responsiblities

• Become a product expert of the client's product.

• Lead and mentor a team of globally distributed Technical Support Engineers, fostering a high-performance culture and ensuring professional growth.

• Work closely with offshore contractor agent firms (DevSavant, Equinox agents) in hiring, developing, and training a strong team of Technical.

• Support Engineers on an ongoing basis.

• Manage and develop a strategy toward key metrics: CSAT, First Response Time (FRT), Median Response Time, Time to Resolution (TTR).

• Implement and maintain QA frameworks to improve the quality of support tickets and overall service delivery.

• Continuously refine processes to optimize efficiency, elevating customer support operations.

• Uncover golden insights within Support data, translating them into actionable strategies for continuous improvement.

• Confidently handle phone/Zoom calls and solve escalated tickets, acting as a player-coach to your team.

• Collaborate with cross-functional groups - Engineering, Product, Design, Customer Success, Sales and Marketing ensuring delivery of a great customer experience.

• Coordinate bug prioritization, ensuring proper escalation and facilitating updates with team members.

• Oversee and manage the process for creating training content and videos. The technical Product Support Manager will be responsible for creating content on occasion, and will also collaborate with other teams in the company for training content creation.

Requirements

• 2+ years of experience in technical support or triage engineering.

• 2+ years in leading a technical support team supporting a SaaS product.

• Computer science fundamentals - strong JavaScript, HTML/CSS, SQL, Rest/Query API.

• Experience with any GIS software (ArcGIS, QGIS) is a plus!

• Experience with support software and CRMs (e.g., Intercom, Salesforce).

• Experience with application performance monitoring software (e.g. Airbrake, Firebase Crashlytics).

• Experience with training content creation and management platforms (e.g. Skilljar, Walkme, Absorb, etc.)

• Excellent verbal and written communication skills.

• Ability to multitask, prioritize, and manage time effectively.

• Passion for digging into problems and constant improvement.

• Are curious, love to learn and to dig into new technologies and can pick them up quickly.

• English Level: C1

Benefits
At DevSavant, people are our core priority, and we strive to create an environment that supports your growth and well-being. While keeping things simple and effective, we offer key benefits to ensure a positive work experience, including:

• A fully remote job that allows you to work from wherever you’re most productive.

• A flexible schedule to help you balance your work and personal life.

Join us and enjoy a work environment that values your contributions and adapts to your needs!