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Technical Support Engineer Manager

Remote anywhere in the US

At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions of Fortune 100 companies. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

 

Given our continued growth, we always have room for more intellect, energy, and enthusiasm - join our global team and see why it's so special to be a part of Mitratech!

Job Overview:

This Support Manager role will lead a group of Technical Support Engineers to provide best in class service for our Circa product. Successful candidates must possess excellent leadership skills, communication, analytical and problem solving skills along with a proven team-building focus, with an emphasis on delivering the highest level of problem resolution and service excellence.

This role is critical to the success of our client facing teams and will require interacting with clients and collaborating with internal teams to resolve issues and work cross-functionally with professional services, engineering and product management to surface up product related issues. The Support Manager will contribute to the overall success and reliability of our product offerings.

Essential Duties & Responsibilities:

  • Motivate staff through coaching sessions, mentoring and career development through a defined performance management process.
  • Creates a sense of ownership among the team members through appropriate skills mix, coaching, delegation and collaboration
  • Lead Technical Support staff, with responsibility for hiring, evaluation, training, guidance and disciplinary procedures. This includes junior Technical Support Representatives up through the most senior levels of Tech Support that handle the most complex support inquiries
  • Holds regular 1:1s with the team.
  • Sets Goals for the team and conducts yearly review and provides essential feedback to the team.
  • Monthly or quarterly metric reviews with entire staff, providing consultation and solutions to poor performing staff members.
  • Manages budget of the team.
  • Enhanced ability to address/resolve customer-related issues and escalations through logic, leadership, planning, execution, and prioritization
  • Experience with Ticket Triage, routing, workflow, measurements and optimizations of Time to Resolution; On-time, First-time Resolution; Ticket Queue management and analytics that drive improvements; Ticket Backlog; Ticket and Support Reporting KPI’s
  • Assists with new hire training on support processes and policies
  • Write clean, maintainable, and easily understood JSON configurations and C# scripts within a designated user interface framework
  • Meets directly with clients and leading communication and status meetings, becomes trusted advisor that our customers will turn to when they need escalated care
  • Manage customer feedback and support requests through multiple vectors including email, user forums, ticketing system and conference calls
  • Manage critical system notifications and queues to ensure proper execution of our product
  • Collaborate with Product and Engineering teams by triaging and clearly documenting bugs and advanced user requests for timely resolutions
  • Learn from best practices in industry and bring new ideas and innovations to life at Mitratech

Requirements & Skills:

  • Strong verbal and written communication skills, with the ability to explain technical problems and solutions to diverse audiences
  • Exceptional problem-solving skills and attention to detail
  • Familiarity with XML, HTML and JSON data formats
  • Working knowledge in crafting SQL queries for data retrieval and analysis using Microsoft SQL Server or PostgreSQL
  • Comfortability with reading, writing, or modifying C# scripts and JSON configurations
  • Proactive, self-motivated and demonstrated ability to work independently with minimal guidance  
  • Excellent leadership and people management abilities
  • Effective at building trust and alignment through clear communication and cross-team collaboration

    Mitratech remains committed to equitable and transparent pay practices. Final base salary offered may vary from the range listed and will be determined after carefully considering multiple factors during the hiring process, including location, relevant experience and education, required competencies and skill proficiency level, and review of internal equity. We encourage candidates to apply even if they may not meet all listed requirements.

    We will disclose intended pay ranges in our job ads for US-based opportunities– This role can be performed 100% remote anywhere in the US. Anticipated Pay Range: $63,000 – $66,000 Annually USD

    Total compensation includes US employee benefits, and annual bonus eligibility.

    Benefits we offer:

    · Health, Dental & Vision Insurance

    · 401k + Employer Match

    · PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off

    · STD, LTD & Group Life Insurance

    · Paid Parental Leave

    · Pet Insurance

    · FSA & HSA Options

    · Employee Assistance Program

    Perks we offer:

    · Remote Work

    · Career Advancement & Professional Development Opportunities

    · Employee Recognition

    The position will remain posted until a candidate has been hired, or we may pull the job ad at any time due to volume of qualified applicant


Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com

 

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.

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