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REMOTE Director of Support and Technical Operations

  • Location: Chicago, IL
  • Start Date: 11/30/2021
  • Job ID: 21-00785
  • Posting Date: 11/30/2021
  • Job Type: Direct Placement
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Client is looking for a passionate technology leader to drive our Technology Support function. We are an innovative SaaS business, headquartered in Chicago, IL, that's changing the way food service businesses optimize their supply chain.
Our technical team members are smart and quick, able to work in teams across our technology stack throughout the full product lifecycle and develop new features. Their work enables customers to succeed by helping them better manage their supply chains to drive efficiency and deliver value.

As a Support Manager / Director of Support , you will:
  • Collaborate with Data and Engineering teams to investigate and resolve complex customer incidents and support tickets
  • Be a strategic partner that champions the voice of the customer when working cross-functionally with the Product team to define product and feature requirements
  • Provide timely communication surrounding escalated support issues
  • Work with your team to automate onboarding of new customers
  • Feed into continuous improvement by tracking and automating recurring issues
  • Communicate technical concepts to product managers, engineers, and executive-level stakeholders
  • Work on ways to improve all aspects of the ticket cycle from the customer experience to delivery
  • Create and maintain key process documentation
  • Recruit, hire, and develop a team of deeply technical support engineers
  • Must have experience with Cloud Platforms like AWS or Azure 
  • Must have experience with rollout of automation and devops like practice

You will thrive as a Support Manager / Director of Support if you have:
  • 3+ years of experience in an IT leadership role
  • Passion for problem solving and "getting into the weeds
  • Excellent written communication skills
Posted by Andy Oliver
Technical Recruiting Manager
(800) 821-4644 x 9223

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