We are seeking a dynamic and experienced Team Manager to lead a team providing Tier 2 and Tier 3 application support for our Platform.

Requirements

Lead and mentor a team of support engineers and analysts.
Manage team performance, set goals, and conduct regular reviews.
Coordinate with cross-functional teams including Product, Engineering, and Customer Success.
Ensure timely resolution of escalated issues and maintain high customer satisfaction.
Provide advanced troubleshooting and root cause analysis for complex platform issues.
Handle escalations from Tier 1 support and ensure resolution within SLAs.
Collaborate with development teams to resolve bugs and deploy fixes.
Monitor system performance and proactively identify areas for improvement.
Maintain documentation for known issues, resolutions, and support procedures.
Develop deep understanding of the digital marketing platform’s architecture, features, and integrations.
Stay updated on new releases and assess impact on support operations.
Support onboarding and training of new team members on platform functionality.

Benefits

Requirements

Lead and mentor a team of support engineers and analysts.

Manage team performance, set goals, and conduct regular reviews.

Coordinate with cross-functional teams including Product, Engineering, and Customer Success.

Ensure timely resolution of escalated issues and maintain high customer satisfaction.

Provide advanced troubleshooting and root cause analysis for complex platform issues.

Handle escalations from Tier 1 support and ensure resolution within SLAs.

Collaborate with development teams to resolve bugs and deploy fixes.

Monitor system performance and proactively identify areas for improvement.

Maintain documentation for known issues, resolutions, and support procedures.

Develop deep understanding of the digital marketing platform’s architecture, features, and integrations.

Stay updated on new releases and assess impact on support operations.

Support onboarding and training of new team members on platform functionality.