Support Engineering Manager - Location Flexible
Role Description
Part of Dropbox’s Customer Experience team, our Global Support team is responsible for defining and delivering a world-class support experience to our customers and users. We are looking for an experienced manager to help lead in the next stage of our development of our Support Engineering team. You will be leading a highly technical support function known as Support Engineering. You will be accountable for delivering against the teams SLAs and KPMs while delivering world-class support to our Developer community.
Responsibilities
- You will provide leadership and direction to your team, while working with other global leaders in a matrix structure
- Ensure that SLAs as well as CES, CSAT, FCR and TTR metrics are being adhered to, with a continued drive towards exceeding monthly and quarterly targets
- Work with the Global Support leadership team to develop operational discipline and standards for support
- You will lead and inspire the team to deliver a world-class user and support experience
- Become an expert on the product so that you can provide technical advice and guidance to the team and other internal stakeholders as necessary
- Coach and mentor team members on technical troubleshooting and soft skills
- You will deliver key customer and market insights, and be responsible for finding innovative ways to drive positive impact to the Dropbox product
- Support the organization with goal setting and building cross functional relationships
- You consistently strive to meet and exceed quarterly targets
Requirements
- 5 years+ results based, experience in technical support delivery or customer experience, preferably working with SaaS products
- Working knowledge of Application Programming Interfaces (APIs), Software Development Kits (SDKs), and the Software Development Lifecycle (SDLC)
- You are deeply passionate about customer experience and making life simpler with technology
- Experience managing small, highly-technical, teams in a remote/global environment
- Deep passion and experience for operations with proven experience of translating operational skills into strategic business impact
- Demonstrate strong communication and influencing skills, including managing stakeholders across geographies
- Some travel (approx. 10%) may be required