Associate Manager, Technical Support Engineering

Motive is looking for an experienced Associate Manager of Technical Support to join our Global Technical Support Engineering organization. In this role, you will be focused on leading a growing team of highly technical field engineers in addition to leading strategic projects. Developing the team’s technical knowledge and soft skills through regular meetings, objectives, and on-the-job coaching will be a critical function of the position. Motive is rapidly growing and will continue to scale at a fast pace

Provide day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives. Setting team goals in alignment with Technical Support objectives, and assisting direct reports in the definition and attainment of individual goals. Advocating for customers and defining ways to contribute to the customer experience continually. Key partner to product teams and development teams, collaborating with engineering to resolve core product issues. Partner with the support operations and delivery teams to identify, monitor, and report trends. Build, implement, and improve internal reporting and other processes to optimize team productivity. Serve as the top-line escalation point for high-priority support cases, including overall triage and management. Deliver strategic projects on a timely basis. Report metrics and case management updates to the Technical Support Manager and Director Speak with customers, if needed, for escalated and urgent inquiries to minimize customer churn Provide a 360 loopback to Product and Engineering Create & Contribute to the knowledge base & documentation of the resources and processes Shared responsibility for Manager On-Call duties as part of a schedule with the other Technical Support Managers. Proven ability to showcase change and impact on key org-level initiatives. Learn quickly and adapt to Motive’s process and translate it into their own interactions with the team.

Minimum 2-3 years of experience in a leadership role. Excellent verbal and written communication skills and the ability to work effectively in a team environment. Knowledge in the Motives product line. Excellent presentation skills coupled with a strong leadership presence. Communication is a core strength. Heavy focus on using data to articulate a story or an issue. Excellent time management skills and a strong sense of urgency. Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; a real passion for solving technical problems. Experience working with and improving Support ticketing systems, tools, and processes Flexibility to handle critical cases after hours as needed. Ability to communicate complex ideas effectively verbally and in writing with both customers and internal stakeholders. Preferred Skill Set: SFDC Reporting, Tableau, GSuite/MS Office, Data Analytics, etc.