Technical Services Manager

| Remote
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Ready to challenge yourself to dive deep and think big? Ookla, the company behind Speedtest and Downdetector, is a team of passionate individuals who have turned clever ideas into unique products and a thriving business. Globally, millions of tests are performed every day across the Speedtest ecosystem on the web, desktop and mobile apps, embedded in routers and deployed in thousands of servers. With all that usage comes countless ways to dissect and analyze our data, and plenty of exciting opportunities to optimize our monetization strategy. It also gives us the ability to help make the internet better, faster and more accessible for everyone. If you crave the chance to do your best work in a flexible work environment where we value individuality and fun as much as we value talent, we want to hear from you.

We are looking for an innovative, hands-on, customer-focused Technical Services Manager to lead a small, globally dispersed team that makes sure Speedtest’s world class server network is running as it should. This team is also responsible for the support needs of our high value customers that are licensing industry-leading Speedtest technology. As a Technical Services Manager, you will need to be exceptionally flexible and have a demonstrated ability to solve a wide range of complex technical and business challenges.

The ideal candidate will possess an uncanny ability to multi-task and independently prioritize their time to maximize business and customer benefit. They will be able to interact effectively across a wide range of functional roles and problem spaces, and will possess tremendous attention to detail. They will be able to work in an extremely fast paced, highly ambiguous, rapidly evolving environment. The ideal candidate must be able to communicate effectively with technical and non technical people across multiple geographies, and be able to develop effective customer relationships. The ideal candidate will also have a strong leadership background to enable them to build and develop a world class organization.

If you consider yourself to be a skilled technical manager that is motivated by opportunities to solve unique and challenging problems, if you have a strong desire to directly enable customer success, and if you want to work for a rapidly growing company that needs leaders instead of followers, this might be the place for you.

Expectations for Success
  • Directly manage and develop the team that is responsible for supporting Ookla’s enterprise solutions and global network of Speedtest servers
  • Partner with internal business and technical teams to ensure timely issue resolution
  • Develop and implement processes that improve team efficiency and responsiveness
  • Act as a primary interface between the Technical Services, Engineering, and Product organizations
  • Champion and advocate for customer success (be the customer’s voice)
  • Continually develop your own knowledge and application of new technologies to support and enable growth of our customers.
  • Think strategically about business, product, and technical challenges as your team helps our customers take advantage of Ookla’s products

We are people first, employees second at Ookla, and we know there is no one perfect path to any job. If you’re excited about the work we’re doing and think you have a creative new approach, please apply whether or not your experience matches the job description. We strongly believe diversity of all kinds makes us better. We are an equal opportunity employer actively working to build an inclusive workforce at all levels of the company. [Read our latest diversity report here].

Requirements

The heading says “requirements” but we’re looking for the right person not the exact list. If your

life experience prepares you for similar challenges, we’d like to hear from you.

  • 3+ years of technology-related support leadership experience
  • Strong technical problem solving skills with a demonstrated ability to adapt to new technologies and learn quickly
  • Systems Administration Experience (Linux or windows)
  • Strong understanding of networking fundamentals including TCP & UDP based protocols
  • Understanding of internet routing & traffic management methods including BGP, Anycast, and peering relationship
  • Experience supporting & troubleshooting high performance network driven application including HTTP(s) and proprietary TCP based protocols
  • Experience directly interacting with technical customers via email, ticketing systems, or phone
  • Exceptional customer focus and bias for action
  • Familiarity with internet, cellular and broadband technology and infrastructure a plus.
  • Self-motivated with a track record of appropriate urgency and follow-through
  • Ability to multi-task in a fast-paced environment
  • Self-starter who is excited about technology
  • Experience driving process automation via scripting & programming
  • Strong verbal and written communications skills, able to effectively communicate across all levels of internal and client organizations.
  • Experience hiring, developing, and leading technical support professionals
  • Experience supporting the needs of an international customer base a plus

Benefits

We offer top-of-market compensation, flexible schedules, transit passes, on- and off-site happy hours, team activities, lunch on Wednesdays and an office kitchen full of snacks. Our comprehensive benefits package includes 401(k) matching, unlimited paid vacation and sick time, ESPP options, health/dental insurance coverage and a stand-out parental leave. We make sure you have the best hardware, software and tools available for you to do your work, and we provide excellent flexibility for working remotely as time and responsibilities allow. Visit [our Built In Seattle page] for even more information.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SparkFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SQLiteDatabases
    • AWS (the specific list is too long)Databases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM

Location

Our headquarters is located downtown Seattle. Blocks away from Pike Place Market, next door to great shopping with nearby trendy restaurants and bars.

An Insider's view of Ookla

How would you describe the company’s work-life balance?

Since joining Ookla, I’ve experienced quite a few life events. I’ve welcomed my 2 children, lost my dad and both of my grandmothers, and moved homes. Whether I had a pregnancy check-up, a sudden loss in the family, or a much needed personal day, Ookla always supports and encourages me to take the time I need to focus on myself and my family.

Hillari

Director of Operations

How do you collaborate with other teams in the company?

Many of the people I work with at Ookla are remote or international. By utilizing tools like Jira and Confluence or Slack, I always feel like we are working together by updating status' or doing screen shares. It's so easy to jump on a quick call and solve a problem instead of going through rounds of emails and we do that at Ookla very well.

Jamie

Technical Program Manager

How has your career grown since starting at the company?

My career has grown and matured beyond my expectations working here. There has always been a nice balance of challenging problems to solve combined with the support of the entire team to be successful. I still remember my first deploy, reaching millions of people within minutes! It was a surreal feeling and I still remember the sense of pride I had

Chris

Engineering Manager

What's something quirky about your company?

Our company was named after our founder's cat - Ookla. While I never had the pleasure of meeting Ookla, I know exactly what he looked like. He is our unofficial mascot and you can find him in random places in the office. At the end of my team's agenda there's always a different picture of Ookla that one of our designers draws for fun. I love it!

Maria

Marketing Specialist

What are Ookla Perks + Benefits

Ookla Benefits Overview

Ookla prides itself on company perks, both practical and unconventional. In addition to competitive salaries, great offices, unlimited snacks and awesome company events, Ookla offers a comprehensive benefits package that includes 401(k) matching, flexible time off policy and sick time, personal days, a discounted employee stock purchase plan, robust health insurance coverage, an employee assistance program, and stand-out paid parental leave. Our extraordinary team thrives in an environment that values individuality and fun as well as talent. Taking care of our team members and creating a healthy work-life balance has always been important to Ookla. We value a flexible work environment and we don’t believe in a “one-size-fits-all” approach. Ookla has always encouraged their team members to work from home. Team members are given the freedom to be responsible and flexible in their work, which enables them to be more creative and successful in their accomplishments. Our operations team has worked hard to ensure that employees have the ability to be productive while working remotely even before Covid-19. Plus, we pride ourselves on making sure our employees have the best hardware, software and tools available so you can do your work your way.

We’re proud to be recognized by leading organizations for being a top place to work.

Culture
Volunteer in local community
Ookla encourages and organize volunteer opportunities at NW Harvest
Partners with Nonprofits
Ookla is a sponsor/partner with Ada Developers. Ookla has one intern a year through Ada and also participates in panels when needed. We also partner with YWCA for their adopt a family program.
Friends outside of work
Eat lunch together
Intracompany committees
We have a Women's Leadership Committee that meets monthly.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
We provide free lunch on Wednesdays and always have plenty of snacks provided everyday including but not limited to; Ellenos yogurt, meat and cheese, boiled egg, fresh fruit.
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
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