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IndustrySaaS, Web 2.0, Security, Software, Enterprise
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Technical Support Manager

at Oxygen Cloud in Redwood City, CA   —   Apr 04, 2014   |  
Overview
Oxygen Cloud is an Enterprise Cloud! What does it mean? It means companies are all moving to the cloud, but not just any cloud, one that gives their users simple data access AND giving IT powerful user data management. The technology behind Oxygen Cloud is very advanced and this is why CIOs and CTOs love our product!

As our client list grows, so does our team. We are looking for a Technical Support Manager that has the skills and drive needed to motivate and lead a team of exceptional Technical Support Engineers, while still being able to dig in and troubleshoot advanced issues with the best of them.

In order to thrive in this position you must be highly motivated, technical, dedicated, proactive, and truly enjoy helping people. You have built a support organization from the ground up and you know how to lead them to becoming the crown jewel in the services organization.
Responsibilities
Manage the customer's issues, working with product management, engineering and operations to achieve swift resolution and identify root cause.
Lead the existing support team and build it out further, as required.
Provide the type of support that will garner consistent praise from Oxygen’s customers .
Be a "go-to" technical resource, both internally and externally
Improve system quality by highlighting deficiencies and recommending change in tools, training, processes, reporting, and customer/partner engagements
Infuse your work with positive energy and contagious passion
Skills
At least 2 years working in a client services organization.
Passionate about working in a fast-paced, high-growth, startup.
The ability to multi-task and excel under pressure.
Strong grasp of project tasks needed throughout the entire Software Development Lifecycle to deliver on customer requirements
Obsessive about solving a multitude of technical problems across a variety of platforms and considered a "troubleshooting machine" by your peers
Excellent communication skills, friendly, and full of energy.
Prior experience troubleshooting and solving a multitude of technical problems across a variety of platforms.
Education
• A Bachelor’s degree in Computer Science, Engineering or related technical discipline.
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