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Director, Technical Support
Concord, MA US
Full Time
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Director, Technical Support

At SmashFly, as our Director of Technical Support you will be providing world-class support for some of the largest companies in the world as they use our award-winning marketing automation software for recruiting. What we’ve created is truly best-in-class software that helps companies attract and proactively communicate with today’s top talent. The SmashFly solution is used by some of the world’s biggest brands – and we need talent like you to help us constantly improve our technology for them.  The work you do will impact how people attract and hire the best talent.

What you’ll impact at SmashFly

Reporting into the SmashFly’s Chief Customer Officer, this role is critical to the day to day success of our customers. The Director of Technical Support is responsible for ensuring that SmashFly’s Product Support team is providing top-notch service to our customers, while also providing deep technical support for application issues and resolving operational and user issues for SmashFly clients. The right candidate will have strong software experience and passion in a customer facing environment and thrives in troubleshooting and solving operational and technical inquiries.  This is a hands-on position that also requires outstanding management skills and a track record of success in the leadership of an Enterprise software support team.

In this role, you will be central to our efforts to solve the most difficult issues, digging into logs, SQL server, C# code, server configurations and so much more. You will engage in cross-team work between other leaders in Customer Success Management, Services, Product Management and Engineering.  You will work to push for resolution for the harder to resolve issues and work to prioritize open elevated issues for resolution based on issue impact

Beyond that you will play a key role in defining SmashFly’s strategy for supporting our customers during our rapid growth. We are all about continuous improvement and we need someone who can contribute great ideas and then bring them to life as the leader of a dedicated team on the front lines with our product every day. The work you do will impact how people attract and hire the best talent.

 What We’re Looking For

  • An excellent manager and leader of people and able to gain the respect of a high performing product support group.
  • An extreme focus on customer success that comes through in every interaction with our customers
  • Someone with core skills and competencies including Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Business Acumen, and Technical Aptitude.
  • An action-oriented leader with the ability to define and execute high level technical strategies and able & a willingness to roll up your sleeves.
  • Someone who can ensure targeted service and performance standards are achieved or exceeded.
  • A talent for managing communication channels and customer priorities within and among departments
  • A person with excellent written and verbal communication skills, with the ability to work well with all levels of the organization.
  • A high degree of skill in troubleshooting complex support issues across multiple environments, engage with software engineers and IT to reproduce issues so they can be resolved quicker
  • Technical skills to develop SQL scripts as needed, review databases and log files, and review configurations and small sections of code for better clarity of a problem or potential solution
  • The ability and desire to mentor others to improve their technical and troubleshooting skills
  • Courage to push for resolutions on lingering issues requiring support from other teams
  • Stellar customer relations skills and maintain a positive company image during all interactions with the customers 
  • An extreme sense of urgency to address customer needs with empathy and meet or beat our SLA guidelines
  • A drive to learn our products at the deepest levels and stay up to date on product features, configuration and usability.
  • A drive for continuous improvement in process, technology and team dynamics that we leverage in support of our customers
  • Ability to work across teams to influence change and drive deliverables

The skills you should have 

  • Extensive management experience in a rapidly growing and constantly evolving environment
  • At least 8-10 years’ experience leading a highly effective team of technical support staff in a SaaS Enterprise Software Company.
  • Experience supporting global, Fortune 100 customers
  • BA or BS degree from a 4-year college or university
  • Experience working in mission-critical 24x7 environments
  • Strong analytical and troubleshooting skills
  • Strong customer facing and communication skills
  • Strong technical aptitude and experience
  • Familiarity with data analysis
  • High attention to detail in a technical environment
  • Ability to manage a large number of tasks concurrently and prioritize effectively.
  • Expertise in at least one of the following software verticals: ATS, HRIS, Marketing Automation Software, CRM, Recruitment Marketing software, business automation software
  • Advanced communication skills such as presentation, documentation, and coordination with individuals of varying technical skill levels
  • Skills in SQL, HTML, FTP, XML, Biztalk (or other ETL tool), and Windows Protocol to resolve/escalate issues.
  • Excellent interpersonal and team building skills
  • An analytical, creative, open-minded and innovative approach to solving problems
  • Experience working with Freshdesk,  Visual Studios or a similar support platform
  • Experience overseeing both individual contributors and managers as well as partner companies used in the delivery of support

Other traits we are looking for

  • An easy-going attitude and strong sense of humor
  • A positive, people-oriented and energetic attitude
  • The thick skin that comes attached to most support DNA
  • An ability to influence others to do the right thing for the customer
  • An analytical, creative, and innovative approach to solving problems
  • An interest in working hard/being challenged in a fast-paced environment, and having fun while doing it

Our track record so far

  • We are a growth-mode software startup backed by well-respected venture capital
  • We’ve delivered significant year-on-year growth since our founding
  • We’ve been named a Best Place to Work by the Boston Business Journal
  • We’re the top ranked company in Boston by Glassdoor
  • We offer great benefits including an open vacation policy, stock options, weekly happy hours – you get the idea.

Oh, and our application process is easy, pretty transparent and painless.

We need talent like you to join us. Ready to apply? Get started.

 

Apply Now

SmashFly's Total Recruitment Marketing Platform helps corporate recruiting organizations and Recruitment Process Outsourcing (RPO) companies centralize their recruiting operations while providing real-time analytics across all of their initiatives to improve overall recruitment results.

The Total Recruitment Marketing Platform connects what are often disparate technologies into a single all-in-one software solution that includes Global Job Distribution, Social Recruiting, CRM, Web Sourcing, Marketing Automation, Mobile, Career Sites, Landing Pages, Search Engine Optimization (SEO), Employee Referrals and Talent Network Building. All with the actionable Analytics necessary to tell what's working and not working across the entire recruitment strategy.

SmashFly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.