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Technical Support Manager (EST or CST)

USA · Full-time · Management

About Amplio

Amplio connects students, educators and administrators with advanced technologies to help students with special needs maximize their potential and improve outcomes. Amplio’s digital platform equips students with individualized, high-fidelity interventions and enables educators to devote more time to direct instruction. Administrators gain a 360-degree view into student progress, resources, compliance and funding.

Our solutions are developed in consultation with parents and a world-class advisory board, professors, and school administrators with expertise in special populations. Tens of thousands of students have received services and interventions using the Amplio platform since the solution was launched in 2019.

Amplio's customers include state-level agencies and government entities, some of the nation's largest school districts, small and medium-sized districts and national K-12 providers. Amplio grew at a rate of 10x over the last year, and the company is on track to continue its rapid growth. We are a fast-paced, ambitious, and energetic team that evolves quickly and offers numerous opportunities for personal and career growth. Join Amplio today and become part of something unique!

 

In the Role

We are looking for an exceptional Technical Support Manager to join our growing team who can diagnose, troubleshoot and identify solutions to promptly resolve issues so that our students and educators have an enhanced customer experience. 

In this role, you will be responsible for leading the team, acting as an escalation point, and developing the process and procedures they’ll use to be successful.  You will partner with multiple internal teams (Product, Marketing, Client Engagement, IT, etc.) and external partners (Call Center, Tools, etc.) to ensure we design and deliver a best-in-class customer experience.


Core Responsibilities:

  • Lead members of the Technical Support team including day to day management and professional development
  • Develop processes, goals, and workflows so the Technical Support team can receive, investigate, and resolve tickets with speed and quality
  • Report and analyze weekly support metrics
  • Complete quality assurance testing of platform feature updates; ensure all process documentation, workflows and work instructions are updated accordingly 
  • Mentor and assist team members investigating complex issues
  • Act as escalation point for highly sensitive issues
  • Work closely with leaders from around the company to manage escalation and feedback processes and drive business success
  • Manage staffing and scheduling to ensure adequate coverage and appropriate workloads
  • Train new team members on product features and technical support processes
  • Follow communication procedures, guidelines and policies


Requirements

Requirements:

  • Minimum of 6-8 years management experience in SaaS Technical Support role
  • Excellent leadership and technical skills
  • Excellent analytical and problem-solving skills
  • Excellent written and verbal communication skills
  • Knowledge of and ability to leverage tools for ticketing, log file reading, SQL queries and more
  • Demonstrated skill handling escalations from strategic clients
  • Ability to multi-task, prioritize, and manage time effectively
  • Patient and empathetic approach in helping others resolve tech issues
  • Familiarity with Zendesk, or similar support platforms, is desired
  • Experience with team management


Benefits:

  • Medical, Dental, Vision
  • 401k Match up to 4%
  • PTO Accrual
  • 7 paid holidays per year
  • Company provided laptop, monitor, and other needed peripherals. 
  • Fun working environment with a collaborative and competitive team

 

At this time we are unable to offer H1B sponsorship opportunities.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. 

Amplio is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, color, religion, sex, national original, age, religion, disability, marital status, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.



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