Technical Support Manager

Oakland, CA /
Engineering /
Full-time
LaunchDarkly is looking for a Technical Support Manager to lead our support team.  This team is dedicated to providing world-class support for the LaunchDarkly product-- from code-level questions on over 20 different supported SDKs, to product/integration questions covering everything from account configuration and setup to best practices for feature flagging.

LaunchDarkly is a rapidly growing software company with a strong mission and vision carried out by a talented and diverse team of employees. Our goal is to help teams build better software, faster. You'll join a small team from companies like Atlassian, Intercom, and GitHub, and you'll have an immediate impact with our product and customers.

What you'll do:

    • This is a management role, with job duties to include:
    • Providing visibility into the day to day operations of the support team to product delivery leadership, including defining and reporting team metrics (time to resolution, satisfaction, etc.)
    • Ensuring that our team continues to learn and grow through training and mentoring, as well as providing career paths for support team members.
    • Creating and evolving processes for the support team (e.g. ticket review, pairing), so that support engineers are clear on expectations and deliver a consistent level of quality.
    • Producing capacity plans based on support load and scaling the team accordingly
    • Escalation Support and Incident Response: Provide an escalation channel for cases that require a higher level of service, working between our Account Management, Solutions Engineering, Customer Success, and Engineering teams to ensure positive outcomes for customers.

Who you are:

    • 3+ years working in enterprise support, with demonstrated experience working with companies in the Fortune 500
    • You have worked alongside multiple various teams, and you have some leadership experience managing a small team
    • You have a strong technical background and experience working with the developer audience
    • Experience with Zendesk or a similar ticketing system
    • Nice to have: Software development/scripting experience, working knowledge of SQL
About LaunchDarkly

LaunchDarkly is a rapidly growing software company with a strong mission and vision carried out by a talented and diverse team of employees. Our goal is to help teams build better software, faster. You'll join a small team from companies like Atlassian, Intercom, and GitHub, and you'll have an immediate impact with our product and customers.
Our software platform makes it easier for enterprise companies to adopt the processes and rituals that fast moving software companies adopt to manage change, with all the legal and compliance needs, solution validation, and disaster recovery boxes checked.

LaunchDarkly believes at its core in:

Respect and integrity for our team, our customers, and our community.
Teams, not fiefdoms. Leaders, not tyrants.
Building a place where you can learn and grow.
Work is not life.