Manager Technical Support Engineering (Day Shift)

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MANAGER TECHNICAL SUPPORT ENGINEERING (DAY SHIFT)

LOCATION | San Antonio, TX; Denver, CO; or Remote (work-from-home)

The Elevator Pitch: Why will you enjoy this new opportunity?

Dizzion is creating a dynamic, innovative workforce to support our global customer base. We do not believe in departmental silos. We are looking for the brightest and most talented individuals to be a part of our team. We select self-starters that consistently execute with a positive “Can Do” attitude, strong work ethic and an unparalleled commitment to the customer.

· Be part of something BIG! Work at Home has gained unprecedented momentum in the last year and will be part of the new normal

· Recent market trends and circumstances have led to increased demand for Dizzion Managed Desktop as a Service providing an incredible financial opportunity to our team

· Make a significant impact on an already successful business (Inc5000, Gartner Top DaaS provider), helping Dizzion scale global operations

What is primary need, technical challenge, and/or problem you will be responsible for?

The Manager of Technical Support Engineering (TSE) Day Shift will lead engineering efforts for our Technical Support Engineering team. This team is the glue between operations and the engineering team; the first line of defense and triage for any anomaly found in the system. When not solving customer issues in production, the team shifts gears to focus on a diverse range of product work to build solutions, processes, and internal tools that prevent issues from reoccurrence. Responsibilities span directing day-to-day efforts, leading new projects, conducting incident reviews, talking to customers, and being a point of escalation and decision maker. Additional duties include growing the capabilities of the team through hiring, coaching, mentoring, and direct feedback. While working closely with other engineering leaders, you’ll help drive innovation & establish best practices across the organization as we scale.

What will your day look like...

As a Player/Coach, you will lead the transformation of our TSE Day Shift Team and our capability to be more efficient, effective, innovative, automated, and scale globally. You will effectively plan and prioritize a high volume of customer activities and requests to manage customer issues, maintenance and service disruptions, and other requests; ensuring you are following through in a timely manner, asking clarifying questions to determine the correct source and impact of issues, as well as understanding use cases to coach customers to alternate solutions when possible.

You will manage a dedicated team that truly takes pride in what they do and is ready to innovate how they operate to anticipate and meet the increasing needs and demands of our customers. You will invest in your team’s success via scalable management, career development, and training opportunities. You will assist them with understanding and prioritizing their case work, managing case escalations, and ensuring process compliance. You will develop KPI metrics to monitor the effectiveness of the department and the team members and analyze metric data to identify trends to address opportunities to improve – you will report these metrics to leadership and stakeholders.

You will employ software tools to enhance your team’s efficiency and build a Critical Incident Management process to efficiently command and coordinate the response to critical service impacting incidents.

Additionally, you will contribute to the development of the strategy and tactics needed to meet customer and business outcomes and play a critical role in the day-to-day success of the company to ensure all strategic initiatives are executed as planned while working with the Product Engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions.

What Other Skills Give Me an Advantage?

  • Bachelor’s Degree from an accredited university or equivalent experience 
  • Minimum 5+ years in a prior Enterprise customer success or similar specific account management, customer relationship experience in IT role
  • 2+ years of engineering management experience with a proven ability to build awesome, high performing teams and lead complex technical initiative (global preferred)
  • Experience managing successful, high performing technical support teams in 24 x 7 environments
  • Demonstrated experience with Horizon View, vSphere, and Networking (routing, VPN, firewalling)
  • VMware Certified Professional or some VMware certification preferred
  • Build consensus and arrive at conclusions with broad ownership and assurance
  • Ability to drive clarity in high velocity, ambiguous environments

What is the leadership like for this role? What is the structure and culture of the team like?

The hiring manager for this role is Kwesi Ames, Senior Vice President of Operations. Kwesi leads the Operations department with functional responsibility that includes technical operations, platform engineering and customer support. He brings 22 years of experience in information technology and operations. Ames previously served as vice president of site reliability engineering at Salesforce (~10 years).

We hire people from various backgrounds. It’s not the language but the tenacity that matters to us. We love to solve business problems.

Benefits

  • Comprehensive medical (including telehealth), dental and vision plans to fit your needs
  • Employee assistance program
  • Employer paid basic life insurance and AD&D
  • 401(k) retirement plan
  • Self-Managed Paid Time Off, work hard and take time when you need it
  • Generous holiday schedule
  • Voluntary short and long term disability
  • We  set you up for success, equipping you with the latest and greatest hardware
  • Awesome co-workers!

Compensation

  • $90,000 - $125,000 annually (Salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, and alignment of market data.)
  • Quarterly bonus program

Company Overview

Dizzion, Inc. is a leading provider of high-performance managed Desktop as a Service (DaaS) to the global remote workforce. Founded in 2011, Dizzion’s proven end-user cloud platform enables maximum work from home success while protecting business process outsourcers (BPO), enterprise contact centers, healthcare, financial services, and insurance companies with real HIPAA, PCI-DSS and SOC 2 Type II compliance. Customers further digital transformation with AnyCloud global delivery, seamless hybrid IT integration, zLink secure endpoints, and COSMOS orchestration and analytics. Visit dizzion.com for more information. Dizzion | Work from Home. Business as Usual.

In recruiting for our team, we welcome the unique contributions that all potential candidates can bring in terms of their education, opinions, culture, ethnicity, race, gender identity and expression, nationality, age, languages spoken, veteran’s status, religion, disability, sexual orientation and beliefs.

And if this role is exciting you, we encourage you to apply even if you don’t meet all 100% of the description or qualifications. Finally, and most importantly, we are a proud Equal Opportunity Employer. This position is full-time FLSA exempt.

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