Manager, Technical Support at Red Canary | Torre
Manager, Technical Support
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Red Canary

Manager, Technical Support

Red Canary
Posted by
Yuliana Velasquez Ramírez
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Full-time

Legal agreement: Contractor

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Candidate

Compensation
USD15 - 25/hour
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Hybrid (United States)
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Posted over 5 years ago

Requirements and responsibilities

• Develop vision and operating structure for the Support function to scale, including channels, team structure, tools, and process • Recruit, coach, and mentor TSE team members, and identify opportunities to train and upskill • Be a point of contact for escalations during incidents, including coordination and communication, until resolved • Be accountable for ensuring delivery against SLOs • Identify areas of expansion of scope for Support, providing relief to Engineering, and technical development for Support • Forge and foster strong partnerships with Engineering and Product teams to ensure appropriate prioritization of defects and features, informative communication to customers, and timely resolution and delivery • Provide reports and updates on Technical Support delivery to cross-functional stakeholders • Continually optimize processes and metrics for quality and customer experience.
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