Technical Support Supervisor
Artex Risk Solutions
Senior Technical Support Lead
ŌURA
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $108,000 - $135,000 per year
Job Level
Senior
About the role
- Act as the ultimate technical authority on the most complex and ambiguous product-related support issues, exercising judgment to establish the methods, techniques, and evaluation criteria for obtaining results.
- Develop and implement the overall strategy for your technical support domain, ensuring alignment with broader business objectives and developing approaches to quality assurance.
- Responsible for Tech Support actions involved with new feature launch and product development
- Act as a team leader in queue management, reviewing queues, assigning tickets and communicating with WFM to ensure coverage.
- Act as a team leader by organizing, planning and executing on team meetings, including regional and team stand up meetings.
- Monitor and evaluate the performance of your vertical against KPIs, installing the measurement systems and infrastructure needed to curate business intelligence that guides operational and strategic decisions.
- Build and oversee complex programs, controlling the interdependencies between projects and defining future requirements for systems and tools to meet anticipated demands.
- Develop and strengthen relationships with senior internal leaders and external partners, collaborating across teams to ensure alignment, productivity, and governance.
- Act independently to determine methods and procedures on new or special assignments, mentoring and developing others in their areas of expertise.
- Work on complex issues where the analysis of situations or data requires an in-depth evaluation of obscure or variable factors.
- Create multi-platform and multidisciplinary content that effectively engages specialized audiences on strategic topics.
- Uphold the quality of your domain and inspire others to achieve new levels of excellence.
Requirements
- Deep expertise in supporting wearables or other complex consumer hardware/software products, with a history of solving the most challenging technical issues.
- Proven experience developing and implementing vertical or domain-level strategies that align with key business objectives.
- Demonstrated ability to design and oversee complex programs and quality assurance approaches from the ground up.
- Experience installing measurement systems and infrastructure to create business intelligence that aids in high-level decision-making.
- The ability to act independently and with a high degree of initiative, exercising judgment in selecting methods and techniques to obtain results.
- Exceptional ability to network with key contacts and senior personnel both inside and outside your area of expertise to achieve strategic goals.
- Experience mentoring and developing talent and a passion for leading teams, with the potential of directing others in their work.
- Adept at creating compelling, multi-platform content and messaging for strategic initiatives.
Benefits
- Competitive salary and equity packages
- Health, dental, vision insurance, and mental health resources
- An Oura Ring of your own plus employee discounts for friends & family
- 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
- Paid sick leave and parental leave
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportquality assurancebusiness intelligenceprogram developmentmeasurement systemsconsumer hardwaresoftware productsstrategic initiativescomplex issue resolutionmulti-platform content creation
Soft skills
leadershipteam managementnetworkingmentoringindependent decision-makinginitiativecommunicationcollaborationorganizational skillsstrategic thinking
