Join Our Team
Technical Support Team Manager
Web Marketing Technology
About the Position
We are seeking an experienced technical support professional looking to help define and grow the support processes and team for the new Widemile Optimization platform. The support team will be responsible for defining, implementing, and coordinating support policies for a Software as a Service (SaaS) internet marketing tool set. This person should be prepared to split their time between strategic and tactical activities, both defining our support processes as well as providing front line support. The position reports the Partner Relationship Manager, and is a critical position in growing our Partner Enablement team.
Responsibilities
- Review and define Support Policies and reporting criteria
- Review existing support applications, and recommend new systems as appropriate
- Act as the voice of Widemile; providing front line support via phone, email, and chat applications
- Develop and maintain a relationship with the product group for introducing bug fixes and new feature requests
- Review and maintain familiarity with partner training materials; providing recommendations for improvements as well
- Eventually, oversee a team of roughly 4–-5 support personnel
- Provide reports on support activity and resolutions
- Maintain and update a knowledge base for the support application
Qualifications
- Five (5) to seven (7) years providing technical support for an enterprise development tool or SaaS application, which should include two (2) to three (3) years experience managing a support team
- Strong verbal and written communication skills
- Ability to prioritize remedy tickets according to customer impact and Service Level Agreements (SLA)
- Excellent troubleshooting skills
- Ability to juggle multiple projects and resolve independently
- Establishing and defining effective support processes
- Very strong technical knowledge of Web development tools and Internet architecture, which includes understanding of HTML, CSS, XML and Java Script.
- Familiarity with server–-side technologies like ASP, JSP, PHP and database driven systems will be extremely helpful
- Experience building, hiring, and growing a team a plus
- Broad knowledge of SEO/SEM
- Four year degree or equivalent experience.
- A driving commitment to deliver excellence in every aspect of your work.
Benefits
Smart, results–oriented people are essential to our success. Our goal is to attract and retain the best. Our competitive salary and benefits package includes medical and dental insurance, long–term disability benefits, life insurance, vision plan, prescription drug plan, 401K plan, stock option plan, paid holidays and vacations, and Metro FlexPass.
Expand Your Horizons
Widemile is looking for passionate, creative and smart people. Working for Widemile puts you on the leading edge of the growing field of conversion marketing and Website optimization. If you love a challenge and want to make a difference, this is the place for you. Join our team and help change an industry.
How to Apply
Email a cover letter and a copy of your resume to jobs@widemile.com with the name of your desired position in the subject line. Make today different — tell us you’re ready for a challenge.