Manager, Technical Support

4 months ago

Canada Apryse Full time

Apryse is seeking a skilled and highly motivated Technical Support Manager with supervisory and development experience to join our dynamic team. We are actively changing the way people work with documents by being the graphics engine of choice for thousands of companies world-wide, within virtually all industry verticals. If you are working with documents, there is a chance that Apryse is already working for you.

As a Technical Support Manager, you will play a crucial role in managing a growing team of Support Analysts and Engineers in their efforts to provide world-class support services. In this role, you will be responsible for providing day-to-day management, professional development, and technical assistance to a group of globally distributed, highly skilled Support members.

This is a terrific opportunity to learn all aspects of Apryse’s technology, be a key player in shaping the development of our Customer Success and Support team, while expanding your knowledge and developing your skills spanning the areas of customer service, technical support, and multi-language/platform development.

**Responsibilities**:

- Team Management:

- Lead and manage an international team of technical support analysts and engineers, providing guidance, support, and mentorship.
- Set performance goals and objectives, conduct regular performance evaluations, and implement strategies for continuous improvement.
- Foster a positive team culture that encourages collaboration, knowledge sharing, and high-quality customer service.
- Technical Support:

- Serve as an internal and external escalation point for complex technical issues, providing expertise and guidance to the team.
- Collaborate with cross-functional teams, including developers, product managers, and quality assurance, to ensure effective troubleshooting and issue resolution.
- Maintain a deep understanding of our products, their features, and their integration within various software environments.
- Investigate and resolve customer issues promptly and efficiently, ensuring customer satisfaction and adherence to service level agreements (SLAs).
- Offer support to customers, assisting with a variety of products ranging including No-Code products, Low code products, and SDK products.
- Provide technical documentation and training, including code samples, troubleshooting guides, and FAQs, for both internal and external audiences.
- Process Improvement:

- Identify opportunities to improve support processes, tools, and systems to enhance efficiency and customer satisfaction.
- Analyze support trends and customer feedback to identify common issues and drive proactive solutions.
- Collaborate with the product management team to advocate for customer needs and contribute to the product roadmap.
- 24/7 Support:

- Ensure 24/7 coverage for technical support operations, including managing on-call schedules and ensuring adequate staffing levels.
- Respond to critical incidents and coordinate the team's response to minimize downtime and impact on customers.
- Prioritize and manage multiple ongoing issues, triaging appropriately based on severity and impact.

**Requirements**:

- Bachelor's degree in computer science, Engineering, or a related field, Technical Certifications or Bootcamp completion, or equivalent work experience.
- Proven experience in a technical support/IT/related management role.
- In-depth knowledge of troubleshooting methodologies, software development practices, and debugging tools.
- Excellent problem-solving and analytical skills, with the ability to quickly understand complex technical issues and provide effective solutions.
- Exceptional leadership and team management abilities, with a focus on fostering a positive and collaborative work environment.
- Experience working in a 24/7 support environment, managing on-call rotations and handling critical incidents.
- Experience working with remote and international teams.
- Outstanding communication skills, both verbal and written, with the ability to effectively interact with customers and internal stakeholders.

Join Apryse today and play a key role in providing top-notch technical support for a leader in the document processing field. If you thrive in a fast-paced environment, are passionate about customer success, and have a strong technical and developer background, we would love to hear from you.

**Benefits**:

- Competitive salary commensurate with experience & qualifications.
- A comprehensive extended benefits package including health, dental and vision for you and your family that starts from day one.
- 401(k) Retirement Savings Plan with contribution match.
- A great team environment and resources, supporting you to do the best work of your life and providing unlimited career growth potential.
- Highly autonomous and entrepreneurial environment.
- Bi-weekly lunches and monthly socials.
- Annual recurring WFH allowance for you to purchase items you need for your home office.
- On going suppo

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