Tier 3 Technical Support Manager

At Crexendo, we place customer experience above all else. We are looking for a highly technical leader for a team of senior engineers across the globe and for all time zones. This team supports internal customers and external customers by providing excellent advanced technical support and professional customer service. We are also looking for a leader that has experience in process improvement and mentoring other groups in the organization. The successful candidate will lead, direct and manage a group of Tier 3 engineers supporting advanced technical troubleshooting of the Netsapiens Hosted and premise-based platforms. This team is an escalation point between the customer service and Engineering. They will perform all analysis and troubleshooting to determine quick resolution or data required in bug reporting. This position will contribute to on-going process improvement reviews, write and support on-going requirements for internal and external knowledge-based documentation.

Duties and Responsibilities Could Include:

• Managing a team of senior engineers across the globe and time zones
• Managing escalations for customer outages and complex issues. Must possess subject matter expert level abilities in the areas of telecommunications configuration and Netsapiens software.
• Working with engineering leaders to provide needed support and analysis for bug reporting
• Working with leads in various departments in customer service and operations to support the advanced technical needs of those areas to include customer coordinated maintenances as needed, complex and escalated issue, mentoring and training.
• Ensuring that technical documentation is up to date
• Maintaining effective working relationships with various levels of employees in different departments throughout the company, including but not limited to, co-workers,subordinates, management staff and executive management staff
• Having responsibility to organize and prioritize dynamic schedules, balance teamwork loads and ensure incidents are managed quickly and efficiently to resolution
• Creating program for mentoring of other teams in customer service
• Keeping up to date on all new features and functionality offered on the NetSapiens platform
• Creating executive reporting on team KPIs, SLAs and performance data points

Qualifications:

• Bachelor’s degree in Engineering or Computer Science
• 3+ years of working in telecommunications or networking field
• 3+ years of SIP and VoIP experience – prior experience with Netsapiens software a plus
• Candidates are preferred with strong telephony backgrounds and a thorough understanding of ACD, PBX (including IP-based), IVR, and various telephony protocols, etc.
• Strong knowledge of networking concepts and protocols including but not limited to SIP, TCP, UDP, QoS, BWM, TLS, SMTP, SNMP, FTP, HTTP
• Ability to grasp higher-level technology issues and troubleshoot to resolution
• Ability to work under pressure related to the scale of business impact and build strong working relationships both internally and externally
• Ability to span departments to assist in resolving network events and service outages
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Capable of clearly articulating expectations and direction to your team
• Strong interpersonal skills and the ability to work with all levels of the organization
• Advanced Network Troubleshooting (vlan, subnetting, QoS, firewall management) – 3 years minimum
• Advanced understanding of API (preferred)

Benefits:

Crexendo offers a comprehensive benefits package including; equity, medical, vision, dental, holiday pay, paid time off (PTO), paid sick time (PST), and up to 3.5% 401K match.