Manager, Technical Support

At 2U, we are all in on purpose. We are motivated by our mission – to make learning limitless– and connected by our shared passion to deliver world-class higher education at scale. As the parent company of edX, a leading online learning platform, 2U powers thousands of  higher education offerings – from free courses to full degrees. Together with our college, university, and corporate partners, we are helping accelerate careers and transform lives. 

What We’re Looking For:

The Manager, Technical Support leads a team of individual contributors across multiple levels of Technical Support that provide technical and customer support assistance for faculty, partners and students. The role will focus primarily on the edX product line, and will be responsible for establishing and refining the edX Support Model, ensuring coverage and prioritization which is commensurate with the product’s position in the business.

This individual works directly with other support leaders and collaborates with other teams throughout the organization to develop strategies for technical support efficiency and scalability; all while ensuring the teams are meeting service level agreements (SLAs) and key performance indicators (KPIs). A successful candidate will value and enjoy the challenge of supporting a diverse team, building relationships with multiple stakeholders in a complex organization, and thinking critically about finding opportunities to increase team efficiency and effectiveness. They can successfully balance multiple competing priorities with the agility and willingness to adapt to change, shift course, alter approaches and assume new responsibilities.

Responsibilities Include, But Are Not Limited To:

• People Management and Staff Development
  • Effectively manage direct reports, including hiring, onboarding, and developing team members for professional growth and to achieve team goals and metrics.
  • Responsible for scheduling and workload management based on product and leadership requirements.
  • Set clear performance expectations and provide regular feedback. Address any performance concerns proactively and maintain detailed documentation.
  • Create a culture of inclusion that attracts and retains candidates with diverse backgrounds, experiences, and strengths.
  • Align work to individual team members' unique strengths, experiences, and areas of expertise to create a high-functioning team.
  • Establish a transparent and inclusive culture to emphasize the importance of performance feedback and conflict management to drive successful outcomes.
  • Engage in meaningful coaching conversations that are tailored to individual skill sets and professional goals; challenge direct reports to take calculated risks and expand skill-sets through stretch goals.
• Tech Support
  • Set policies and provide guidance to Support staff for escalated technical support tasks.
  • Ensure and contribute to the management of day-to-day technical support tasks and processes to create a seamless experience for edX customers and partners.
  • Manage communication process during incidents and technical outages, as well as knowledge management, training, and quality assurance on behalf of Support staff.
  • Identify process and technology improvements to improve customer satisfaction and team efficiency.
  • Uses a data-driven approach to identify and advocate for current and future resource needs of the team, creating a comprehensive vision of the positive contributions these resources would have on the team, our partners and the bottom line of the business.
  • Serve as the subject matter expert on the systems and processes that are directly related to the Global Support function for the edX product line.
• Cross-functional Collaboration
  • Collaborate with other Global Support leaders to establish strategic goals and prioritize initiatives, ensuring that the broader team remains aligned.
  • Build rapport and trust with cross-functional internal stakeholders to advocate on behalf of technical support and customer needs, increase team visibility, resolve issues, and implement strategic initiatives.
  • Proactively communicate with leadership, team members, and relevant stakeholders to ensure alignment and shared vision.
  • Represent the broader Support team in cross-functional meetings and initiatives.

Things That Should Be In Your Background:

• Strong current Mac & Windows knowledge is required
• Extensive experience with Zendesk, Salesforce, and Commerce Tools is highly preferred
• Exceptional interpersonal and communication skills
• Effective data analysis and interpretation skills
• Strong attention to detail, decision making and problem solving skills
• Ability to teach detailed technical tasks, identify employee potential, and develop team members
• Ability to fully articulate complex technical solutions to non-technical people clearly and concisely
• Excellent time management skills required
• Ability to work with a diverse team in a fast-paced environment

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide millions of learners and counting with access to world-class higher education, then join us – and do work that makes a difference. 

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, U.S.benefits include: 

• Medical, dental, and vision coverage
• Life insurance, disability, and 401(k) employer match
• Free snacks and drinks in-office
• Generous paid holidays and leave policies, including unlimited PTO
• Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break

The anticipated base salary range for this role is ($85,000 - $95,000), with potential bonus eligibility.  Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, budget for the position and cost of labor in the market in which the candidate will be hired.

2U Diversity and Inclusion Statement

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike. 

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: recruitingaccommodations@2u.com. 

About 2U

2U partners with the world's top universities and companies to develop and deliver education programs that accelerate careers and transform lives. Through partnerships with the world’s leading colleges, universities, and companies, 2U delivers thousands of online programs to millions of learners worldwide on edX, its global learning platform. From executive education and professional credentialing to master’s degree programs and free, open courses, 2U transforms how top institutions deliver workforce-aligned online education, enabling professionals to advance without pausing their careers. Learn more at 2U.com.

The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.