Head Technical Support jobs at Team8 in United States, Austin

About The Position

As a Senior Customer Success Manager, you’ll be a go-to person for existing accounts’ technical engagement side and promote IONIX’s service with various customer stakeholders.

You must deeply be immersed in web technologies, and with significant prior cyber and relationship management experience.

You will be working at fast-paced startup, servicing global enterprise clients worldwide and enjoying a diverse, dynamic culture, building next generation cyber security technology.

Responsibilities:

• Work closely with the sales and product teams to successfully onboard and provide increasing value to IONIX’s customers
• Build strong relationships with IONIX clients and act as their primary point of contact.
• Act as a subject matter expert on our products and provide guidance to clients on how to solve existing challenges using IONIX technology
• Develop and execute customer success plans that align with client goals
• Ensure that clients are satisfied with our products and services and act as their advocate within our organization
• Help improving IONIX products by understanding customers needs and influencing IONIX’s product roadmap.

Requirements and qualifications

• 5+ years in a customer-facing management technical role
• Experience working with large enterprises and managing complex customers interactions
• Strong organizational and project management skills
• Ability to work independently and as part of a team
• Proven deep technical understanding of core web/cloud technologies (TCP/IP, DNS, HTTP, HTML, PKI)
• Proven understanding of Web Security concerns, requirements, and technologies
• Previous startup experience – an advantage
• Previous Cyber security vendor experience – an advantage
• Spanish – a must

You’ll Spend Your Time:

• Devising a high-impact operating strategy and vision: You’ll set the strategy and vision for the User Support team to ensure the team can deliver effectively against the company and team objectives, vision and priorities.
• Streamlined Service Reporting: You’ll work with the VP of technical Success to deliver a comprehensive and combined approach to service management to meet the standards and requirements agreed with our valued customers.
• Maintaining top customer experience by orchestration team work, priorities, and focus.
• Driving Cross-Functional Improvements: You’ll identify company-level gaps and product improvement opportunities from support chats and feed them into the company strategy and operational plans.
• Effective project management: You’ll manage high-impact and high-importance user support projects that are a strategic priority for the business.
• High-performing User Support team: You’ll manage the team, ensuring they are developing professionally and feel valued and are high performing, training them to be experts in the delivery of user support, continually upskilling on industry best practices, and implementing innovative ways to deliver support.
• Strong stakeholder management: You’ll maintain strong relationships with our General Managers and other functional leads across Product, Engineering, and Customer Success so that the user support team can deliver against its strategy and vision.
• Delivering robust tooling: You’ll oversee the implementation, improvements and administration of User Support tools to enhance the delivery of support.
• Proving a clear point for escalations: You’ll own user support escalations, particularly those that might be sensitive or difficult to navigate.
• Mentor the support leaders and develop their skills and growth.

What You’ll Need

• 7+ years of leadership experience in technical support, customer success, or a related field, with 3+ years in a global senior leadership role (leading other leaders).
• Proven track record of managing and scaling global technical support teams in a SaaS or DevOps-focused company. Experience with integrating with customer-managed products is a plus.
• Familiarity with development methodologies and developer tool ecosystem (e.g. Jira, Git, CI/CD tools, etc.).
• Knowledge of DevOps tools, cloud platforms (AWS, Azure, GCP), and related technologies (Python, React, Pandas) a plus.

We’d Be Lucky If You

• Have a developer background or coding experience and can contribute to our open source tooling, script a solution with Port APIs and more..
• Bring prior experience in a direct or matrixed role leading technical and non-technical transformation project teams, with a proven ability to work across diverse functional teams.
• Hold a Bachelor’s Degree in science, technology, engineering, math, or business, or possess equivalent experience.
• Have technical certifications like K8s, DevOps, Hashi, AWS, Linux Foundation, Cloud Native Computing Foundation (CNCF)
• Exceptional leadership, communication, and organizational skills.
• Strong problem-solving and decision-making abilities with a customer-first mindset.
• Proficiency in managing support tools and platforms (e.g., Zendesk, Salesforce, Jira).
• Ability to work effectively in a fast-paced, high-growth environment.

About Port

The developer experience, developer productivity, and driving software quality are on

top of every engineering leader’s mind.

At Port, we help engineering organizations excel through our open internal

consolidates everything developers need to know and execute to deliver software

autonomously and to comply with organizational standards. Managers use Port to

understand engineering metrics and improve them.

We’re growing rapidly, fueled by the industry’s leading product and by the constant

developers work.

Why we’re looking for you

mindset and a proactive approach. In this pivotal role, you’ll ensure

satisfaction and uncovering opportunities for expansion.

You’ll Spend Your Time:

• Act as the primary point of contact for customers, profoundly understanding their technical needs, challenges, and business objectives to develop bespoke success strategies.
• Monitor technical health indicators within customer accounts, proactively addressing issues to ensure ongoing customer satisfaction and success.
• Forge and maintain strong relationships with key stakeholders, positioning
• yourself as a trusted advisor for all matters related to Port.
• Lead strategic initiatives to align with customer goals, including tailored onboarding programs and adoption strategies.
• Serve as a liaison between customers and internal teams (Sales, R&D, Marketing), advocating for customer needs and fostering collaborative solutions.
• Collaborate with Account Executives to identify and pursue expansion opportunities, contributing to account growth and retention.

What You’ll Need

• 8+ years of experience in technical customer-facing roles such as Technical Customer Success Manager, Customer Success Engineer, Technical Account Management, Solution Architect, Implementation Engineer, Solution Engineer within the tech or SaaS industry OR experience as the practitioner: DevOps, Platform Engineer, SRE, and more.
• In-depth experience with technical products or services, especially familiarity with developer tools, CI/CD practices, cloud infrastructure, SDLC, DevSecOps, GitOps, K8s, terraform, Helm, Bash,
• Excellent problem-solving skills, coupled with the ability to communicate clearly complex technical concepts to a diverse audience.
• Exceptional communication and organizational skills, capable of managing different-sized accounts and prioritizing tasks effectively.
• A collaborative team player, able to work closely with cross-functional teams to enhance customer success and drive account growth.

We’d Be Lucky If You

• Have a developer background or coding experience and can contribute to our open source tooling, script a solution with Port APIs and more..
• Bring prior experience in a direct or matrixed role leading technical and non-technical transformation project teams, with a proven ability to work across diverse functional teams.
• Hold a Bachelor’s Degree in science, technology, engineering, math, or business, or possess equivalent experience.
• Have technical certifications like K8s, DevOps, Hashi, AWS, Linux Foundation, Cloud Native Computing Foundation (CNCF)

• 2+ years of experience Tier 2, Technical support or similar role
• Experience in customer support roles, interacting with customers via chat and video
• Strong technical troubleshooting and problem solving skills
• English – excellent written and verbal communication skills
• A collaborative team player skilled in driving initiatives to successful achievements
• Must be located in NYC/ Boston OR Austin TX.

Advantages

• Experience in Python
• Familiarity with cloud-native infrastructure tools such as K8s and Helm
• Spanish speakers