Applications Support Manager

2 weeks ago

Toronto, Canada Avenza Full time

**About Us**:
Avenza is redefining how customers create and interact with maps and is having a lot of fun in the process. Our Vision is to be the premier technology company for map creation, distribution and use. We are a growing team of software developers, QA Specialists and GIS experts that are passionate about our products. We have been successful as a team for more than 20 years and we take pride in creating software that is used by thousands of professionals and millions of users all over the world. Openness, collaboration and innovation are the cornerstones of our culture.

We are located only steps from the Davisville subway station. We offer a fun, exciting and flexible work environment. You will have the chance to interact with a global clientele from small businesses to large international organizations. If you thrive in a challenging environment, and are capable of multitasking and have a passion for all things spatial, join us

**About the Role**:
The Applications Support Manager is responsible for overseeing all support team's activity of Avenza’s desktop products and mobile platforms, and for direct management, mentorship and guidance to the support team in their roles.

**Responsibilities**:

- Oversee and coordinate all support activities at Avenza Systems
- Investigate and resolve customer software and data issues in GIS, networking and general IT fields in a high-quality, efficient manner
- Develop and maintain all customer facing documentation for all products (text and screenshots)
- Ensure the support team investigates and resolves various software and data-related problems in a high-quality, timely manner
- Participate in and coordinate product testing as well as help to track, verify and catalogue issues submitted via customers reports
- Participate in and coordinate beta testing (internal and external) as well as help to track, verify and catalogue issues submitted via beta user reports
- Maintain an internal knowledge base for support, to ensure common questions can be responded to in a consistent fashion
- Be the Subject Matter Expert for defined areas that require such expertise
- Assist QA staff in tracking and maintaining current development issues and buglists
- Participate and contribute to design meetings relating to product development as required
- Participate and contribute in desktop and mobile project meetings as required, providing feedback to the development team on common customer issues and enhancement requests. Relay information from project meetings in full to the support team so they keep abreast of development decisions and release timings.
- Escalate critical customer issues to development teams or management as required
- Lead daily and weekly team meetings
- Lead the hiring of new technical support staff
- Onboard new technical support staff, tracking progress against key milestones
- Lead and provide feedback for support staff at the _end of probation_ and annual reviews, to ensure they develop and are successful in their roles
- Complete regular check-ins with team members to ensure they are meeting required standards and to address any performance issues
- Define annual goals for support staff, and actively track progress
- Maintain daily and weekly schedules for Support team to assign channel coverage accordingly
- Perform Avenza product training for clients virtually and in person as needed
- Manage and maintain the customer service platform - Zendesk (workflows, forms, documentation, service agreements, etc.)

**Requirements**:

- Leadership and presentation skills
- Good understanding of general geography, GIS and mapping science foundations of geodesy and related concepts and terminology
- Completion of a minimum two-year accredited cartographic or GIS educational program an asset
- Experience with Zendesk (full suite and administrator side of things)
- Experience with Google Suite
- Experience with Jira and Confluence
- Experience with HTML/CSS
- Experience with SugarCRM an asset
- General IT (Windows / Mac / Unix / Linux) and TCP/IP networking skills
- Experience working with Adobe Creative Suite products, specifically Adobe Illustrator and Adobe Photoshop
- Experience with Avenza MAPublisher, mobile mapping (Avenza Maps), Spatial Databases an asset
- Familiarity with online data portals, WMS / WFS servers, online mapping (Google Maps, MapBox TileMill) an asset

**Personal skills**:

- Proficient in problem solving with strong analytical abilities
- Able to work in partnership with and to support and mentor team members
- Thorough in personal work and in reviewing others’
- Good written and verbal communication skills
- Innovative thinker
- Patience when dealing with customers
- Able to focus on a task until completed
- Reliable and well-organized

**Benefits**:

- Extended health care
- Dental care
- Vision care
- Life insurance
- AD&D insurance
- Long term disability insurance
- Health care spending account

Avenza is an equal opportunity emp

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