Technical Director of Support Operations

1 day ago

Sydney, New South Wales, Australia beBeeManager Full time $150,000 - $190,000
Senior Manager, Technical Support Engineering

Overview:

We are seeking a highly motivated and results-oriented Senior Manager to join our high-growth organization. This role will oversee the technical support engineering team and provide strategic direction for global initiatives.

Key Responsibilities:

  • Manage and develop a fast-paced team of support engineering managers who manage teams of technical support engineers responding to client requests, reproducing issues, and troubleshooting problems with Datadog integrations.
  • Partner with support engineering directors and vice presidents on strategic global initiatives.
  • Ensure successful onboarding and development of technical support engineers.
  • Oversee all projects and initiatives within the region and functional area managed by team members, ensuring timely completion.
  • Collaborate cross-functionally with senior leaders to implement operational improvements and maintain a highly regarded customer experience.
  • Review and prioritize support engineering escalations.
  • Assist with incident response during outages/incidents, communicating with customers and internal teams.
  • Conduct regular one-on-ones with team members providing constructive feedback and skills development.
  • Support recruiting efforts to find and hire top talent within the region.
  • Meet quarterly hiring targets for the region and functional area.

Requirements:

  • A previous people manager with experience managing a team of managers.
  • Experience working in a support engineering organization.
  • Self-motivated, detail-oriented, and committed to ongoing learning.
  • High EQ and strong soft skills.
  • Critical thinking with a customer-centric approach.
  • Successful implementation of processes and procedures in a scaling region.
  • Exceptional written and oral communication skills.
  • Ability to think creatively and strategically about complex challenges.

Bonus Points:

  • Knowledge of current monitoring solutions, DevOps tooling, and related technologies.
  • Previous experience in a hypergrowth organization.
  • CS or engineering degree.

Growth and Benefits:

  • Best-in-class onboarding.
  • Generous global benefits package.
  • Intra-departmental mentor and buddy program for networking.
  • New hire stock equity and employee stock purchase plan.
  • Continuous professional development, product training, and career pathing.
  • An inclusive company culture with opportunities to participate in community guilds and inclusion talks.

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