תמיכה

Senior Director of technical support

725775

תאריך עדכון

09/06/2021

תיאור המשרה

  

  • Manage, scale, and grow the company’s      Technical Support team providing 24/7 global support coverage with a

        tiered support model.  

  • Define and implement methods, procedures,      tools, and policies to ensure that high-quality service is delivered to

        customers  

  • Define, measure, and continuously improve key

        support metrics from an operational and customer satisfaction perspective.
     

  • Work closely with R&D and Product teams to

        resolve complex technical issues, document product defects, and feature

        requests, and influence the product roadmap by identifying patterns based

        on data-driven analysis of support tickets and customer feedback.  

  • Collaborate with Customer Success, and Sales

        teams on product issues impacting customers in compliance with SLA

        requirements, drive key escalations internally and join escalation calls

        with customers as needed.  

  • Hire, train, and develop a motivated

        high-performance team committed to and passionate about delivering an exceptional

        customer experience.  

  • Mentor team leaders/managers and team members

        regarding the customer journey and drive customer happiness 

To be a Director of Technical Support in Kryon you

need...

 

· 5+ years of proven experience with

the ability to manage managers as well as individual contributors. 

· Experience with saas or

cloud product 

· Must have hands on technical support experience and

managing high profile customers 

· Experience with supporting an array of products

with high impact on business/productivity. 

· Experience supporting Enterprise customers 

· Global experience preferred, ability to manage a

24/7- “Follow the Sun” Model 

· Excellent analytical and problem-solving skills 

· Customer orientation and excellent interpersonal

skills 

· Strong ability to prioritize and multi-task in a

fast-paced environment 

· Excellent verbal and written communication skills – in

English  

· Ability to be on call on occasion 

 

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