JFrog Technical Support Manager 

United States, California, Sunnyvale 

267125311

As a Technical Support Manager in JFrog you will...

• Manage day to day operations and provide leadership, mentoring and direction to the Technical Support team.
• Ensure that customer issues are appropriately logged, researched, and accurately resolved in a timely manner, meeting and exceeding expectations.
• Ensure proper escalation occurs for unresolved issues and assign appropriate priority.
• Coach and review team members with regards to adequate performance of their duties, adherence to policies and procedures.
• Assist in troubleshooting Technical issues and use those opportunities to further mentor the team.
• Demonstrate hands-on leadership
• Keep current with the latest technology trends related to Build Engineering at the landscape of Continuous- Integration and delivery
• Refine and implement the methods, procedures, tools and policies to ensure high-quality service is delivered to customers.
• Collaborate with relevant internal units within the JFrog such as Sales, Product, Solution Eng, Training etc. Ensure high level of technical knowledge within the technical support team(s).
• Maintain a knowledge base of known issues and solutions.
• Proactively identify repeating issues, missing features, customers at risk. Provide feedback to the product development, sales and management teams.
• Define, measure, and improve on various relevant KPIs, such as response time and resolution time.

To be a Technical Support Manager in JFrog you need...

• 3-4 years in directly managing a technical support team
• 4+ years experience with supporting international enterprise customers in the software domain
• Customer orientation and excellent interpersonal skills
• Excellent English verbal and written communication skills
• Experience in Linux - Mandatory.
• Experience with software support – Mandatory
• Experience with Continuous Integration tools: CI Server, VCS, Artifactory - Advantage
• Experience in a system administration or service providing position – Advantage
• Knowledge / experience with databases, LDAP, Apache httpd, Apache Tomcat - Advantage
• Development experience (Java knowledge or Platform development) – Advantage
• Programming/debugging skills are an advantage

WHAT JFROG CAN OFFER…

• At JFrog, base salary is only one component of our compensation package.
• This position has a base salary range between $175,000 to $186,000. Base salary will be based on your skills, qualifications, experience and location.
• This position also includes an equity package of restricted stock units (RSU). In addition, JFrog employees are eligible to participate in our Employee Stock Purchase Plan.
• JFrog provides employees comprehensive benefits including medical, dental, vision, retirement, wellness and much more!
• JFrog embraces hybrid work: 3 days in office / 2 days remote.
• Additionally, this role may be eligible for discretionary bonuses or commission payments.