About BitTitan

BitTitan empowers IT professionals to properly assess, deploy, and manage technology solutions in a cloud-first world. We have successfully delivered IT software solutions to more than 6.5 million end users across 31,000 customers in 155 countries. We have offices in the Seattle area and in Singapore, plus remote employees in dozens of countries. We share a global commitment to providing our customers with agile tools that meet the needs of active managed services providers. Our mission is to build a platform where businesses discover, implement, and manage a vast collection of IT services through automation. We are empowering our customers to be more profitable in the cloud era.

Here’s why you should work for BitTitan

Bring your experience, your talent, and your creative energy and meet a diverse group of people who work together and build software that aims for the cloud. We have a unique culture that encourages hard work and a layer of fun that keeps us in balance. Join the team that makes a positive impact on the future of IT services automation…you’re going to love it.

 

Duties and Responsibilities (other duties may be assigned) 

  • Lead a team of support engineers who provide direct end-user support for our products by mentoring, coaching and growing team members
  • Identify, recruit, hire, and on-board new technicians and engineers
  • Ensure all training is completed and documented accordingly
  • Triage and assign work responsibilities to the team based on issue severity and SLAs while maintaining a schedule and work calendar to ensure proper support coverage
  • Set and maintain all customer service procedures and policies while researching and identifying strategies and process improvements to further enhance both the customer’s and support engineer’s experience
  • Monitor the metrics and KPIs of the team to maintain standardized performance
  • Engage appropriate internal resources to resolve technical issues and update our customers on progress toward resolution
  • Defuse difficult situations by reviewing customer complaints, identifying the source of problems, recommend solutions and drive to resolution
  • Perform 1:1s to provide feedback on performance and discuss progress of individual growth goals and objectives
  • Regularly communicate and provide transparency to the team on the direction and strategy of the business to ensure alignment with all levels of the organization
  • Work closely with the Director of Customer Success and other Support Managers to establish strategies for growth and success of the team

Experience/Skills Requirements 

  • 3+ years of relevant management experience
  • 5+ years of relevant technical support experience
  • Must demonstrate strong management skills
  • Solid technical background with the ability to provide clear and concise direction to the team
  • Proven ability to clearly identify business problems, key issues, communicate necessary decisions, facilitate problem resolution, and devise process improvement.
  • Excellent verbal and written communication skills along with active listening.
  • Skilled in working collaboratively, courteously, and tactfully with difficult situations and/or people to recognize issues and solve problems
  • Passion for providing a great customer experience
  • Must be a problem solver, and adept at assimilating new technologies

Preferred 

  • Experience with Exchange Administration (or any other email & collaboration platform)
  • Experience using PowerShell for automation, implementation, and data extraction
  • Microsoft Exchange, Google, OneDrive for Business, SharePoint, Domino / Lotus Notes migration experience a plus
  • Knowledge of Microsoft Exchange 2003, 2007, 2010, 2013, 2016, & Office 365 (Exchange Online) strongly preferred
  • Knowledge of Directory services (DirSync, AADSync, Active Directory / domains)
  • Microsoft technical certifications, including the MCSE, MCSA, and prior MCITP certifications with Exchange emphasis
  • Familiarity with Zendesk and SalesForce

Education 

  • Bachelor’s degree in Business Management or Computer Science preferred

Language Skills 

  • Must be able to read and communicate effectively in English 

 

BitTitan is an Equal Opportunity Employer

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