Overview:

The role provides technical support to a proprietary application platform in a global environment, providing guidance to external users and internal colleagues alike. We're looking for a quick learner, who is skilled in customer support and knowledgeable with various application platforms, especially proprietary SaaS applications. The Lead Support Engineer should be experienced working with development and product teams, providing support to end-users in a work from anywhere model covering a global workforce.

We’re looking for a change agent who has experience with upscaling an existing application support function. Experience establishing automation processes within a support organization is required for success. This Lead will manage a small team globally and will help double it over the next few years. The Lead will be empowered to upskill our existing team members and ensure each colleague continues to grow and thrive.

This is a hybrid position out of our New York City headquarters.

What You’ll Do:

Oversee daily operations of the support team to ensure adherence to service level agreements (SLAs)
Monitor support tickets and ensure timely resolution of customer issues
Support agents and engineers with coaching, mentoring, and performance feedback
Handle escalated customer issues and ensure satisfactory resolution
Conduct regular team meetings and training sessions
Identify areas for process improvement and implement best practices
Serve as a liaison between the support team and other departments (e.g., development, product management)
Analyze support data to identify trends, patterns, and areas for improvement
Generate and distribute regular reports on support performance metrics
Provide insights and recommendations to enhance support operations and customer satisfaction
Collaborate with the support team lead and manager to implement data-driven improvements
Monitor and report on SLA compliance and support efficiency
Conduct root cause analysis of recurring issues and suggest preventive measures

What You Have:

Knowledgeable with web application SaaS platforms and architecture
Knowledgeable with SQL, possibly other database operations
Experience with features such as voice conferencing, emailing, etc.
Product knowledge, programming logic
Setting operational standards and procedures
Experience in web stack operations, VOIP, SMTP, etc. a plus
Certifications including ITIL, CompTIA A+, etc.
12+ years of work experience showing progressive growth in the field
3+ years of management experience, ideally as a team lead
Presentable, excellent communication skills, high energy
Hands-on experience with application support in a global, enterprise environment
Tech writing and documentation
Ability to rapidly analyze issues, anticipate consequences, make decisions, and initiate action
Ability to work independently and as part of a team
Present monthly reports / metrics to managers and stakeholders

What We Offer:

The annual base salary range for this position is $120,000 - $140,000. Base salary may vary depending on job-related knowledge, skills, and experience, as well as geographic location. Additionally, this position is eligible for an annual discretionary bonus based on performance.

You will also be eligible for the following benefits:

15 PTO days, 10 legal holidays, and sick days
Comprehensive medical, dental, and vision plans
Will match up to 10% of employee contribution for 401(k), life insurance, paid time-off, and parental leave plans
Commuter benefits and a corporate gym rate
Development opportunities through the LinkedIn Learning platform
Free snacks and beverages in the office
Friday happy hour and “Summer Fridays”
Year-round corporate athletic league
Casual work environment, team building, and other social events

About Guidepoint:

Guidepoint is a leading research enablement platform designed to advance understanding and empower our clients’ decision-making process. Powered by innovative technology, real-time data, and hard-to-source expertise, we help our clients to turn answers into action.

Backed by a network of nearly 1.5 million experts and Guidepoint’s 1,300 employees worldwide, we inform leading organizations’ research by delivering on-demand intelligence and research on request. With Guidepoint, companies and investors can better navigate the abundance of information available today, making it both more useful and more powerful.

At Guidepoint, our success relies on the diversity of our employees, advisors, and client base, which allows us to create connections that offer a wealth of perspectives. We are committed to upholding policies that contribute to an equitable and welcoming environment for our community, regardless of background, identity, or experience.

Base salary may vary depending on job-related knowledge, skills, and experience, as well as geographic location. Additionally, this position is eligible for an annual discretionary bonus based on performance.

Compensation

$120,000—$140,000 USD

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