Technical Support Leadership Position

2 days ago

Sydney, New South Wales, Australia beBeeEngineering Full time $120,000 - $170,000
Senior Manager Technical Support Engineering

Sydney-based organization seeks a highly motivated results-driven Senior Manager to join our high-growth team and collaborate with a cutting-edge group. Our technical solutions team shares expertise with customers through ongoing guidance, presentations, technical evaluations, and demos.

The selected candidate will oversee and architect a fast-growing global team, provide strategy for our Technical Support Engineering team located in Sydney, and lead a team of managers and individual contributors in our Sydney center immersed in a fast-paced environment.

We value people from all walks of life. We encourage you to apply if you're passionate about technology and want to grow your experience.

Key Responsibilities:

  • Manage, develop, and mentor a fast-paced team of Support Engineering Managers who in turn manage teams of 4-6 Technical Support Engineers responding to client requests, reproducing and troubleshooting issues, diving into Datadog's 400+ integrations.
  • Partner with Support Engineering Director colleagues and VP of Support Engineering on strategic global initiatives at scale.
  • Ensure the successful onboarding and development of Technical Support Engineers.
  • Oversee all projects and initiatives within the region and functional area that Managers are responsible for and ensure successful timely completion of said projects.
  • Collaborate cross-functionally with senior leaders to implement operational improvements and ensure that our customer experience remains highly regarded.
  • Review and help prioritize Support Engineering escalations.
  • Assist with incident response during outages/incidents communicating with customers providing info to our internal teams.
  • Conduct regular 1:1s with team members to provide constructive feedback skills development.
  • Assist recruiting efforts to find and hire top talent within your region.
  • Responsible for ensuring that all quarterly hiring targets for the region and functional area are met.
  • Liaise with other groups throughout the organization Sales Customer Success Engineering Product to tackle urgent matters and to implement workflow improvements that help ensure smooth overall operation.
Requirements:
  • A previous people manager in particular has experience managing a team of managers.
  • Experience working in a Support Engineering organization.
  • Self-motivated detail-attentive and have a desire to keep learning more.
  • Someone with a high EQ soft skills.
  • A critical thinker who defaults to a customer-centric approach.
  • Experienced in successful implementation of process procedure in a scaling region.
  • Exceptional with written oral communication.
  • Able to think creatively strategically about a wide variety of challenges.

Preferred qualifications include knowledge of current monitoring solutions DevOps tooling related technologies, previous experience working in a hyper growth organization, CS or Engineering degree, and able to work onsite in an office location at least 3 days a week.

Benefits:

  • Best-in-breed onboarding.
  • Intra-departmental mentor buddy program for in-house networking.
  • New hire stock equity RSUs employee stock purchase plan ESPP.
  • Continuous professional development product training career pathing.
  • An inclusive company culture able to join our Community Guilds Inclusion Talks.

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