Technical Support Manager job

As the Foureyes Technical Support Manager (TSM), you are an integral part of the Foureyes organization, contributing results and action items for our clients and internal team members. As part of the Technical Support Team, we expect collaboration and clear communication - amongst each other and with other teams. The team operates at varying levels of technical expertise to ensure we have a path to resolution for any kind of obstacle thrown our way. The team thrives on autonomy and teamwork to tackle the day’s biggest challenge!

Responsibilities

The Foureyes Technical Support Manager is responsible for handling tickets in the support queue, answering questions in help channels, and solving technical problems to ensure customer satisfaction and success.

As a technical support manager, you’ll be responsible for:

• Helping clients. You’ll be dealing with the more complex questions that our

customers bring to us, and you are responsible for keeping them updated on their inquiry and ensuring they understand the issue.

• Account Setup. The Technical Support Team is responsible for creating Foureyes accounts that enroll in our products, and ensuring that their setup is correct and optimal for their needs
• Identifying solutions. You’ll hear challenges articulated by customers and other members of the technical support team, and you’ll make recommendations on process improvements.
• Leveraging technology. Your role with technology will include expert mastery of Foureyes (obviously), and extend to support key infrastructure tech including

Salesforce and Intercom among others.

• Fielding Questions. You are a key resource for the organization as it relates to all things Foureyes. You are a resource for our customers and our internal stakeholders who may need technical support or an extra set of eyes on an issue.
• Understanding our backend systems. Foureyes is a big platform, and you’ll

be responsible for learning all the ins and out of it. You will know every quirk,

memorize every integration, and be able to draw diagrams in your sleep.

• Mastering capabilities. As a Technical Support Manager the most important question to ask is “Is everything working how it’s supposed to?” In order to answer that, you need to have a nuanced understanding of what the expected behavior is.
• Research. Whether via reading our external knowledge base, diving into

internal documentation, digging through old JIRAs, or thumbing through Slack threads, effective research is essential to finding the right answer.

Technical Support Managers have an excellent technical aptitude and are passionate about connecting the problems that customers experience into product innovation and improvement. They are the customers’ advocate to internal teams.

• You love interruptions. You understand that your job has two parts, reactive and proactive. You quickly shift gears between the two, staying focused and positive.
• You have a history of success. You have stories about how you’ve mastered

Salesforce and translating complex technical concepts to clients. You have data about how great you are with analytics. You and your friends still reminisce about your perfect customer satisfaction streak.

• You’re a born optimist. You believe that there is a better way, so you try new things and get others onboard. Both internal partners and customers enjoy following your lead.
• You are organized. Things don’t slip through the cracks on your watch. You connect the dots between business challenge and execution, and you’re known for being accountable.
• You communicate clearly. You understand people, and they understand you. You’re just as skilled at writing, as talking to a customer on the phone or giving in-person feedback to a team member.
• You like to dig into the weeds. You hate leaving a problem unsolved. You’re motivated by making sure you understand exactly what is going on, and you’re not satisfied with “good enough.”

The skills and knowledge you’ll be using on a day-to-day basis include:

• Exceptional verbal and written communication ability
• Active listening, with the ability to ask strategic follow-up questions
• Savvy handling of objections, and identifying client concerns
• Excellent organization and attention to detail
• Outstanding time management, with a proven ability to meet deadlines
• Capability to prioritize tasks and to delegate them when appropriate
• Ability to function well in a high-paced and at times stressful environment
• Proficiency with Google Suite and Salesforce Lightning
• Analytical problem solving, breaking down systems to their component parts and finding where an issue lies.
• Technical expertise, or a desire to dig into technology to identify a solution
• Experience working in Salesforce Lightning or similar CRM.
• Highly analytical

Education and Experience:

• 2+ years in technical support, or related roles with a focus on customer service for SaaS products
• Experience working in automotive preferred.

Salary Range: $60,000 - $70,000

Why Foureyes?

• Competitive salary and health benefits for eligible full time employees.
• Additional benefits including 401k matching, and a subsidy for internet or cell phone.
• Generous PTO days, in addition to paid holidays that incorporate two days to honor and celebrate your heritage, culture, or traditions that matter most to you just tell us when!
• Half Day Summer Fridays!
• A company actively working to dismantle bias in our hiring practices, foster cultural inclusivity, and continuously examine policies and practices to ensure equity. We recognize and believe that diversity, equity, and inclusion constantly make us better.
• A fast-paced, team-driven culture that helps you grow your career with learning opportunities, autonomy and ownership, and chances to succeed (or fail hey, we’ve all learned through failure).

Diversity, Equity & Inclusion

Headquartered in Oregon, Foureyes® is a remote-first company with employees in two dozen states. We are privately owned and focused on the automotive vertical.

We believe human intellect paired with data-driven AI is the winning combination. It always has been. And we’re on a mission to bring that winning combination to automotive dealerships with easy-to-love software. We’re a software company that thinks about people first. With every innovation, we seek to put humans back in the starring role., At Foureyes, we believe your ability to build, think creatively, and solve problems is best accessed when you have the freedom to be yourself. Inclusion is not a nice-to-have it is a must-have. The bedrock of an inclusive culture is our ability to celebrate and harness the unique perspectives our diversity provides in the building process. While an org structure exists to provide clarity around how ideas get communicated, we are all equal as coworkers, and we are committed to careful and continued introspection around how to best be an equitable, fair, and inclusive workplace that celebrates you for being you., Foureyes is not currently sponsoring work visas for this role. Authorization to work in the U.S. is required to be considered.