Technical Support Manager

Team Leadership:

• Lead, mentor, and manage a team of customer service engineers, ensuring the team is well-equipped to handle complex customer issues.
• Provide coaching, training, and performance feedback to team members, helping them grow and develop their technical and customer service skills.
• Set clear team goals, track performance metrics, and ensure high productivity standards are met.

Customer Support Management:

• Oversee day-to-day B2B customer support activities, including SaaS monitoring, operations, ensuring SLAs are met, SLA reporting, and customer support.
• Ensuring quick and accurate resolutions of technical issues and customer inquiries.
• Handle escalated customer complaints, ensuring issues are resolved promptly and to the customer's satisfaction.
• Collaborate with other departments, such as DevOps and Product Development, to resolve customer issues and improve service delivery.

Problem Resolution:

• Work closely with the engineering team to troubleshoot complex technical problems, providing guidance on solutions.
• Ensure the timely and effective resolution of customer issues by facilitating communication between technical teams and clients.
• Track and follow up on open cases to ensure all customer issues are resolved in a timely manner.

Process Improvement:

• Identify areas for improvement in the customer service process, and work with the engineering team to implement solutions.
• Develop and maintain standard operating procedures (SOPs) for customer support to ensure consistency and quality of service.
• Analyze customer feedback and performance metrics to continuously improve team efficiency and customer satisfaction.

Reporting and Analysis:

• Provide regular reports to senior management on team performance, customer satisfaction, and trends in technical support issues.
• Use data and analytics to identify opportunities for process optimization and improved customer experience.

Collaboration & Cross-Functional Work:

• Work closely with the sales team to ensure customer expectations are aligned and met.
• Liaise with DevOps, product development, and implementation teams to ensure issues are resolved quickly.
• Liaise with product development and engineering teams to communicate customer feedback and suggest product improvements or enhancements., Our technology stack is a modern one that includes:
• Petabyte-scale time series database technology housing high-volume financial data
• Django / PostgreSQL for low-volume transactional data
• Web-based SaaS services hosted in several AWS regions globally
• Kubernetes / Karpenter for service orchestration
• Apache Airflow for ETL scheduling
• Victoria DB for metrics collection, Grafana for visualization, Selenium, AWS-native tools
• Python 3 with proprietary libraries and automatic code generation for integration and product development
• AI-based bot assistants
• World-class data security engineering

The position will require a background check, signed NDA, signed contract, and signed GDPR processor passthrough agreement (since we act as a data processor under GDPR). Salaries will be commensurate with experience, education, skillset, and local norms.

• Bachelor's degree in Engineering, Business, or related field, or equivalent experience in a technical support/customer service role., * At least 5 years of experience in customer service, technical support, and SaaS B2B account management, with a proven track record of managing teams.
• Experience leading a team of engineers in a customer service or technical support environment.
• Experience with SaaS / Web-based database-oriented service architectures
• Familiarity with project management tools and methodologies (Agile, Scrum, etc.).

Skills:

• Strong leadership and team management abilities.
• Excellent problem-solving and troubleshooting skills.
• Excellent English verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
• In-depth knowledge of B2B customer service best practices and processes.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Technical aptitude with an understanding of relevant tools and technologies., * Experience with a Cloud-hosted environment (e.g. AWS, GCP, Azure)
• Advanced degree in Engineering, Business, or a related field.
• Experience in financial services such as trading, trade reporting, or trade surveillance
• Experience in product development in a developer role.
• Experience with a modern technology stack. See below.

The position will require a background check, signed NDA, signed contract, and signed GDPR processor passthrough agreement (since we act as a data processor under GDPR). Salaries will be commensurate with experience, education, skillset, and local norms. Kindly note that only shortlisted candidates will be contacted for an interview.

OneMarketData is a leading provider of high-performance data management and analytics solutions for the financial services industry. Our flagship product, OneTick, is a comprehensive solution that helps financial institutions manage and analyze large amounts of data quickly and efficiently. This enables them to make better decisions and stay competitive. Our team consists of experts in technology, finance, and data science, all dedicated to delivering innovative solutions that meet the evolving needs of the financial markets. Join us at OneMarketData and be part of a pioneering company making a significant impact in the financial world.