Technical Support Manager

Remote
Full Time
Manager/Supervisor

Technical Support Manager

Da Vinci’s WMS empowers companies of all sizes and all industries to meet the increasing demands of today’s supply chain challenges, with sophisticated warehouse, transportation, yard, and labor management.

Formerly known as “WDG Corp”, we are a rapidly growing provider of software-as-a-service (SaaS) in the Supply Chain Management industry. Da Vinci Unified (DVU), the company’s premier cloud-based product is one of the leading Warehouse Management System (WMS) platforms in the cloud market that is expected to grow 500% in the next 5 years. Da Vinci also offers fully integrated Transportation Management (TMS), Yard Management (YMS), Labor Management (LMS), and 3PL Billing modules.

Our WMS industry is in the early SaaS adoption phase, and this role will offer significant responsibility and growth potential as the company targets 10x growth.

At Da Vinci, we want smart, motivated people that are looking to make an impact at our rapidly growing, small company. We are looking for people that will be a strong addition to our company culture and values. 

Our values

  • Customer Success – Our customer’s success is our success. We go above and beyond to make sure we provide exceptional solutions and support that “delights” our customers
  • Pursuit of Excellence – We are dedicated to providing first class products and services and invest the time to achieve this objective. This includes a drive for continued learning to master one’s area of expertise and expand skill sets
  • Empowering Others Succeed – We are a team-oriented environment that thrives on collaboration, sharing knowledge, and empowering & supporting others to succeed in their roles. As a rapidly growing company with many new employees, this is a cornerstone of our culture
  • All About Results – Our team understands that positive outcomes and achieving goals are paramount to our success. We give employees the flexibility to achieve their results along with holding each other accountable to build a positive environment of high performance
  • Forward Thinking – Planning and looking ahead is part of our DNA. This includes thinking about how decisions today set us up for success for the short-term and long-term, as well as taking incremental steps to achieve the company’s long-term vision to be an industry leader

If our purpose and our values resonate with you, please read on about our need for a Technical Support Manager!

Job Description

Da Vinci is seeking an experienced Technical Support Manager to join our team. As a technical support manager, you will be responsible for leading and managing our technical support team while providing hands-on support to our customers. The ideal candidate should have a strong technical background, excellent leadership skills and be obsessed with the customer’s success.

Responsibilities:

  • Manage Technical Support Team: lead and mentor a team of L1 and L2 technical support representatives, providing guidance, coaching and performance feedback
  • Act as an escalation point for complex issues, providing hands-on support to customers when necessary
  • Ensure timely and efficient resolution of customer inquiries, issues, and incidents, maintaining a high Net Promoter Score (NPS)
  • Have ownership over key support metrics, monitoring and ensuring SLA compliance on metrics including response times, resolution times, and customer satisfaction scores
  • Collaborate with cross-functional teams, including Product, Engineering and Professional Services to relay customer feedback, bugs, contribute to product improvement initiatives and drive those tickets to a resolution
  • Become an Subject Matter Expert (SME) on the Da Vinci Unified WMS, and gain a deep understanding of our customer work flows
  • Develop and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides and best practices, to empower the support team and customers.
  • Build, train and cultivate a high performing team that provides strong Support that ensuring team performance aligns with company goals
  • Continuously evaluate and enhance support processes to increase efficiency, effectiveness and customer satisfaction

Qualifications:

  • 5-10 years of experience in technical support within a SaaS / B2B environment
  • Proven experience managing and leading a technical support team
  • Strong technical background and ability to troubleshoot complex issues
  • Passion for delivering a great support experiences and a drive to ensure customer issues are solved; even when the resolution requires assistance outside of your Support Team
  • Solid understanding of support metrics and experience in driving team performance towards set goals
  • Bachelor’s degree in relevant field (computer science, information technology) is preferred
  • Strong problem solving and analytical skills
  • Experience in Zendesk

Benefits

  • Unlimited PTO
  • 7 Paid Company Holidays + Paid Sick Days
  • 401k with 4% company match
  • Medical, dental, and vision insurance
  • Gym membership at on-campus facility
  • Remote work available
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