Manager, Technical Support
Arlington, VA
Customer Success – Technical Support /
Remote /
Remote
About Stardog - Stardog is the leading Enterprise Knowledge Graph platform. Our new Voicebox product is the first-in-the-market generative AI application that works directly within the enterprise for hallucination-free question answering. Industry leaders including Bosch, Cisco, NASA, and RTX use Stardog to create a flexible data layer that can support countless data solutions. One of Fast Company's prestigious Most Innovative Companies, Stardog is a fast-growing venture-backed company headquartered in Virginia, with a globally distributed team.
Overview: Manager of Technical Support - Responsible for leading a small team of Support Engineers who field technical support questions, problems, and requests from Stardog customers and partners. Coordinates responses between all departments of the company to provide timely responses and meet SLAs.
We are looking for an experienced Support professional who has experience leading a Support team and managing Support services. This is a player/coach role so you will spend time diagnosing and resolving problems for customers. As a Support Engineer, the job includes investigating logs, performing root cause analysis, consulting with Level 3 engineers and reporting findings/solutions back to customers. As a team lead, this position is responsible for coordinating the team, and managing a small team. You will represent the Support team in customer onboarding and review meetings.
We are a remote-first company. You need to be comfortable with and have experience working remotely. You must have strong communication skills as much of our interactions will be over email, chat, and web conference.
Requirements
- Excellent communication and interpersonal skills, with the ability to build a rapport and credibility with clients.
- Two to three years of team lead or management experience in a Support, Engineering or similar technical role.
- Strong problem-solving skills and the ability to think strategically to address clients' needs and challenges.
- Demonstrable familiarity with cloud-based hosting services, such as AWS and Azure is required.
- Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment.
- Familiarity with Support processes is required.
- Preferred skills in Java or Python.
Benefits
- Competitive salary.
- Comprehensive health insurance.
- 401(k) retirement plan.
- Remote work.
- Some travel to customer sites possible.
- Dynamic and collaborative work environment with opportunities for growth and advancement.
- Flexible PTO Options.
Stardog is proud to be an Equal Employment Opportunity Employer. Individuals seeking employment at Stardog are considered without regard to race, color, religion, sex, age, national origin, disability, veteran status or any other characteristic protected by law.
