Manager, Platform Support – PromoteIQ (Support Engineering Manager) | Microsoft | 7,026 reviews
Local Jobs Microsoft posted 2 weeks ago in Customer Support & Success ShortlistJob Description
Microsoft Advertising
PromoteIQ provides intelligent vendor marketing solutions for the next generation of e-commerce. Our platform helps retailers implement, automate, and scale their brand-funded digital vendor marketing programs. We sit at the intersection of marketing and e-commerce and have a singular mission of empowering retailers and brands to maximize their e-commerce performance.
Who We’re Looking For
Responsibilities
- Grow and manage a best-in-class SAAS support team for Microsoft’s PromoteIQ platform
- Drive rapid scaling and optimization of the team’s systems and processes
- Measure the team’s performance and workload against Key Performance Indicators
- Assist with staff planning and recruitment
- Continue to provide a first class customer experience
- Work with stakeholders on the product and engineering teams to improve our framework for feedback and escalation of new feature requests, bugs, and issues using systems such as Zendesk and Jira
- Work with internal business teams to identify and develop solutions to improve and streamline internal and client question and issue resolution workflows
- Develop and deliver on a vision for ongoing improvement of the team’s processes, techniques, and solutions
Qualifications
- Bachelor’s Degree – Quantitative studies preferred (e.g., math, physical sciences, computer science, statistics, etc.) or equivalent experience
- Minimum 10 years of experience working in a client facing role
- 3+ years managing junior and experienced support staff
- Track record of recruiting, growing and retaining top tech support talent
- Development and measurement of internal and external Service Level Agreements and KPIs
- Experience troubleshooting and solving technically challenging problems and providing solutions
- Understanding of infrastructure and web front-end and back-end tech stacks. (TCP/IP, HTTP, JavaScript, Web Servers, Application Servers, SQL, ELK Stack, etc.)
- Expertise with web debugging tools (Firebug, HTTPFox, Fiddler, Chrome Dev Console, etc.)
- Experience with selection and configuration of support ticketing systems (E.g. ZenDesk, FreshDesk, ServiceNow.)
- Excellent written and verbal communication skills
- Comfortable working in a fast-paced, fun, and entrepreneurial environment
- Strong attention to detail, extremely well-organized and able to deliver against multiple simultaneous tasks with excellence
Preferred Qualifications
- Understanding of online advertising ecosystem and ad serving fundamentals
- Hands-on experience with online advertising technology and systems (TerminalOne, DoubleClick, Atlas, Amazon, etc.)
- Experience growing a team from 1-5 resources to 15+
- Prior responsibility for defining support KPIs and reporting performance to leadership
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