Careers

If you would like to be considered for this position, please send us your resume to the address below:

Senior Technical Support Manager

SNAPin Software is a group of bright, energetic, and talented people, dedicated to the design and deployment of innovative mobile software. SNAPin offers competitive salaries and first-rate benefits-medical, dental, vision, 401K, and paid parking/bus pass. SNAPin employees enjoy all the perks a booking startup can offer: free drinks, snacks, and bi-monthly lunches; a casual office environment with flexible hours; a comfortable employee lounge with a flat panel TV and video games. (Guitar Hero play is optional, but highly recommended).

SNAPin is located in downtown Bellevue, across the street from the Bellevue Transit Center and is a stone’s throw away from coffee shops, great shopping, lots of restaurants, and lively bars.

Job Summary

We are seeking an experienced technical support professional to help define and grow the support processes and team at SNAPin. The technical support team will be responsible for creating, implementing, and delivering SNAPin platform support. This person should be prepared to split their time between strategic and tactical activities, both developing procedures and tools to support accounts as well as providing advanced level support.

The Support Manager will be a senior technical resource, providing the guidance and leadership needed to deliver consistent, valuable and timely service to our wireless carrier customers. The support team will collaborate with cross-functional teams, including engineering, project management, wireless carrier NOC personnel, SIs, handset OEMs, network/server hardware and RDBMS vendors, to resolve critical customer impacting issues and maintain a highly available platform.

Key Responsibilities:

• Recruit, lead, manage, and motivate a team of highly skilled technical support engineers
• Work closely with the Delivery & Operations Director to determine team goals and objectives
• Develop, modify and execute operational objectives, workflow planning and support procedures
• Achieve and maintain a deep technical knowledge of SNAPin platform
• Collaborate with the customer carrier personnel, vendors and internal teams to promptly identify and engage available resources to resolve service problems
• Deliver advanced support on a 7x24 on-call rotation and manage to escalations
• Establish and assure adherence to SLAs, budgets, schedules, and work plans
• Report on support activity, resolutions, SLA compliance, and key performance metrics
• Meet regularly with customers to conduct SLA reviews, support program status, and periodic updates
• Maintain and update a knowledge base for the support application
• Provide leadership and guidance to the team, including: individual coaching and team development, goal setting, conducting performance evaluations, rewards and recognition
• Coordinate team meetings, assess call volumes, track work assignments, application coverage and general resource allocation
• Work on issues where analysis of situations or data requires in-depth knowledge of organizational objectives
• Coordinate the efforts of third party vendors required in the delivery of sustaining support
• Provide customer insight, and technical expert feedback to internal teams
• Perform root cause and risk analysis, problem tracking to resolution, and proactive communication of issue status
• Prioritizes numerous issues and projects of varying severity, and effectively manage the evaluation, implementation, configuration and maintenance of systems and software for call intake, routing and support functions
• Oversee the support of a 24x7 environment by working nights and weekends as necessary

Required knowledge, Skills & Abilities:

Position Requirements:

• Excellent oral and written communication skills.
• Experience with Software Development methodologies
• Excellent organizational skills and attention to detail
• Wireless telecommunications industry technical skills, preferably including data services and security.
• Must be able to thrive working in a fast-paced, entrepreneurial environment.
• Deep technical understanding of software installation and code signing technologies
• Worldwide travel will be required
• A driving commitment to excellence and quality focus in every aspect of service delivery
• Strong sense of accountability and a desire to excel in leadership
• Ability to negotiate mutually beneficial solutions across a customer base with competing priorities
• Demonstrated track record of customer relationship building as a vendor and account maintenance skills
• Ability to communicate difficult technical points and solutions to an audience of both technical and non-technical contacts in a clear and organized manner
• Professional customer demeanor in both face-to-face and remote situations
• Ability to document, provide training and grow expertise within teams on advanced troubleshooting techniques and new technologies
• Expert use of monitoring and troubleshooting utilities to effectively diagnose problems.
• Excellent long term resource, project planning and organization skills.
• Adept at influencing change/improvement in the organization beyond direct reporting structure
• Ability to motivate and unify individuals around a common purpose
• Relate to people and effectively communicate under stressful circumstances

Education, Training and/or Minimum Qualifications:

• Bachelor’s degree in Computer Science, Engineering, or equivalent demonstrated technology work experience.
• Five to seven years providing technical support, on behalf of a software company including two to three years experience managing a 24x7 support team
• Understanding of internet standards such as DNS, FTP, SSH, HTML, XML, JDBC, SNMP, and HTTP protocols
• Experience supporting web and enterprise application servers running on UNIX/Linux, including: administration, configuration, troubleshooting, performance tuning, preventative maintenance, implementation, and security procedures
• Knowledge of SQL and database design concepts.
• Experience with data collection and analysis, generating customer documentation and the presentation of results

SNAPin is an equal opportunity employer.

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About SNAPin