Director, Product Support

We are looking for a highly motivated Product Support Director to join our team who has a passion for improving customer experience, serving customers and working with technology. The Product Support Director is responsible for leading, motivating and developing a team to deliver the best possible resolutions to customers and coordinating all aspects of Product Support. This can include tasks such as troubleshooting with a user, debugging code locally, as well as implementing small bug fixes, in order to resolve customer impacting issues. This position will require a thorough understanding of our products, including all associated technologies, and surrounding processes. We are looking for someone to help us set the strategy and vision for our product support group to set us up for the future.

Essential Functions

Leads a team of contributors who are responsible for resolving advanced technical issues

Creates and Implements a plan for developing Support Tools to assist internal resources

Helps identify trending customer issues or bugs and escalates to appropriate internal team(s)

Works closely with internal departments to drive the overall strategy and efficiency

Assists Technical Support Manager in creation of processes to better serve customer needs

Tracks customer support metrics, which should include support usage, average time to resolve issues, number of issues and other pertinent data for direct reports

Acts as a champion and a liaison internally for our customers

Coaches support representatives to help them achieve personal and professional goals

Responsible for training of Product Support staff to allow them to gain the knowledge to support our products

Owns customer-reported production support incidents, including recording issue and resolution details in CRM, collaborating with internal teams, and providing real-time solutions and timely follow-up until incident is resolved

If needed, is available after-hours to assist on-call support staff with urgent issues they cannot resolve on their own.

Monitoring customer satisfaction levels to ensure that the company meets industry standards

Conducting research to identify new technologies that could improve the company’s products or services

Developing and implementing strategies to increase customer satisfaction and loyalty over time

Working with engineers to troubleshoot problems with existing products and develop solutions for new ones

Communicating with customers about new products or services or issues with existing products or services

Ensuring that all complaints are addressed promptly, efficiently, and effectively

Performs other duties as assigned

Qualifications

Bachelor’s degree in Computer Science or equivalent work experience in a technical support role

6+ years of experience in system level troubleshooting

4+ years’ experience with working with web services

4+ years’ experience with Service-Oriented architecture

4+ years’ experience working on Java and .Net projects

Proven experience leading a support team or development team

Project experience working with Eclipse, SVN, Spring Framework and Maven

Familiarity with standard concepts, practices and procedures in the SDLC

Experience with Web Development Frameworks

Knowledge of SQL, XML and JSON

Experience with back-end DBs including relational and non-relational

Experience consuming APIs

Knowledge of Postman required

Knowledge of supply chain logistics a plus

Experience working with customer-facing teams and the internal departments that support them required

Skills

Strong verbal and written communication skills with the ability to communicate effectively to a broad audience range from customers, both internal and external, to business owners to technologies

Ability to actively listen and comprehend complex technical issues

Strong customer focus

Detail Oriented

Self-starter

Troubleshooting

Collaborative mindset and experience interacting with business and technical customers

Ability to work in a dynamic fast paced environment with multiple priorities and projects

Ability to adjust in a rapidly changing environment

Ability to remain updated about new technologies and standards

Leadership skills, ability to motivate your team and encourage them to perform well.

Active learner who will hold him/herself accountable for his/her own job performance

Naturally positive and open-minded; able to view the world from more than one perspective

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HQ: Atlanta, Georgia

ehire.com/jobs

A Human Approach to Staffing

eHire is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply - we’d love to hear from you!

ehire.com/jobs

A Human Approach to Staffing

eHire is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.