LaunchDarkly is looking for a Technical Support Manager to lead our London and US East support teams.  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, including 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.

  • Working with the Support Leadership Team to develop and execute projects and plans to enable future growth.

  • Assisting with capacity plans based on support load and scaling the team accordingly.

  • Responding to escalation requests for cases which 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:

  • 2+ years leading teams, especially those in enterprise support, with demonstrated experience working with companies in the Fortune 500

  • You have worked alongside various teams, and you have leadership experience managing a small team

  • You have a technical background and experience working with the developer audience

  • Experience with Zendesk or a similar ticketing system

About LaunchDarkly:

LaunchDarkly is a Feature Management Platform that serves hundreds of billions of feature flags daily to help software teams build better software, faster. Feature flagging is an industry standard methodology of wrapping a new or risky section of code or infrastructure change with a flag. Each flag can easily be turned off independent of code deployment (aka "dark launching"). LaunchDarkly has SDKs for all major web and mobile platforms. We are building a diverse team so that we can offer robust products and services. Our team culture is dynamic, friendly, and supportive. Our headquarters are in Oakland.

At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.

Don't let the confidence gap get in the way of applying! We'd love to hear from you.

We've partnered with KeyValues to help demonstrate the amazing culture we've built here at LaunchDarkly, find more info at https://www.keyvalues.com/launchdarkly.

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