Responsible for managing and building the technical support function at MANTL.
Maintain both a customer and product-centric focus, working closely with customer success and product development teams.
Experienced in deconstructing complex technical problems and building scalable, comprehensive solutions for enterprise customers.
Building and scaling the support team to work directly with clients to understand their needs and solve issues.
Identifying bugs/limitations, initial incident investigation, facilitating service requests, and escalating appropriately within the organization.
Analytical in approach, able to measure, highlight, and report on impacting customer metrics.

Requirements

2+ years of technical support experience
Experience performing bug/incident investigation and impact/root cause analysis using relational database technologies such as PostgreSQL.
Ability to write basic SQL (e.g., insert, update).
Experience using browser console technologies such as Chrome dev tools.
Familiarity with Zendesk.
Proficiency with lookup tools such as BigQuery, Datadog, and Postman is required.
Excellent verbal and written communication skills, both internal and client-facing.
A true problem solver that uses broad thinking to strategically develop solutions.
Ability to learn and understand complex software tools.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportbug investigationincident investigationimpact analysisroot cause analysisSQLPostgreSQLbrowser console technologiesBigQueryDatadog

Soft Skills

problem solvinganalytical skillscommunication skillscustomer-centric focuscollaborationstrategic thinking