Technical Support Manager

We offer a flexible working policy that supports the health and well-being of our iManage employees. As an organization, we value collaborating and learning from our peers in person, while providing the necessary flexibility for our employees to have a meaningful work-life balance. Please reach out to learn more._

**Being a Technical Support Manager at iManage means**

You are passionate about problem-solving and taking ownership to deliver great outcomes. You will be leading a team of Support Engineers to help analyse and resolve some of the complex challenges our clients are facing across our iManage products in the Cloud and on-premises. You will play a key part on our Support leadership team as we continue to expand into the APAC region.

You will utilize your experience of leading and mentoring a team, as well as be a part of the day-to-day and assisting the team on complex escalations. You will work across many of our internal teams and play a pivotal role in the success of our customers.

**Hear from our Global Director of Cloud Support, **John Conrad**: "This is an exciting opportunity to be a part of a new team in the APAC region. We're continuing to expand what we do within the region to enable additional cloud support offerings. This will be an incredible growth opportunity for someone to lead a team to success and be able to #MakeItMeanSomething on a global Support team."

**iM Responsible For**
- Leading and mentoring a team of Support Engineers with transparent leadership to ensure service levels, support quality, and client satisfaction are met
- Participating in client-facing calls to help in communicating progress updates, action plans, and resolution details. Helping to assist your team in setting expectations across customer priorities
- Partnering with your global peers (Site Reliability Engineers/our Customer Success and Cloud Operations teams) to align strategies and working withing the broader Support ecosystem to help improve and meet organizational goals
- Developing and maintaining a deep technical knowledge of our iManage product suite
- Effectively collaborating with customer engineers and system integrators to support complex system deployment projects in the Cloud and on-premises
- Maintaining a deep technical knowledge of Microsoft Windows Servers, networking, relational databases, mobile smart devices, Microsoft desktop software, and web technologies
- Advocating for customers and defining ways to continually add value to the customer experience
- Having a strong sense for what it takes to continually scale our team
- Building relationships with our delivery partners and working through break/fix issues, migration and customer onboarding escalations
- Delivery of support through our KPIs and contributing to broader company OKRs around the responsiveness of our support team and the case management of our support engineers

**iM Breaking it Down**
- 25% of my time toward customer escalations and partner relationship management
- 50% of my time mentoring and defining coaching plans for my team members
- 25% of my time toward improvement of our team and cross-functionally within our broader company initiatives

**iM Qualified Because I Have**
- Bachelor's or Master's degree in related field
- 3 - 5 years of experience in a technical support setting, ideally within a fast-paced SaaS environment with a high degree of critical thinking and problem solving
- Experience in being a technical people leader (whether coming from a support/implementation/development team) that has been involved in building networks and developing talent. Ability to recruit and build successful teams
- Experience managing and/or mentoring others within a team setting and experience in providing feedback to individual contributors
- Responsibility and accountability for managing complex escalations
- Strong communication skills with an ability to lead C-suite conversations around technical matters
- Exposure to working within a global team with an ability to present your ideas to the wider iManage community
- Data driven decision-making
- Experience with data analysis tools: PowerBI/Splunk/Kabana (or and other cloud/reporting tools) - be able to understand scope of cloud problems

**Bonus Points if I Have...**
- Experience building a Technical Support team
- Knowledge of the legal tech space

**iM Getting To**
- Join a supportive, experienced team with an inclusive, encouraging, and vibrant culture.
- Have flexible work hours that allow me to balance my 'me time' with my work commitments.
- Collaborate in a modern open plan workspace, with a gaming area, free snacks, drinks and regular social events.
- Focus on impactful work, solving complex, real challenges utilizing the latest technologies and protocols.
- Own my career path with our internal development framework. Ask us more about this
- Learn new skills and earn certifications with access to unlimited courses in LinkedIn Learning.
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