Esper is the industry’s first DevOps SaaS platform designed to provide a simple, safe, and secure way for engineering and DevOps teams to release applications and manage smart Android devices. Our device infrastructure enables developer, mid-market orgs, and enterprise fleets of 100,000+ devices to deliver their software as a service. Esper has rapidly-growing global customer adoption among some of the world’s most innovative major brands in retail, hospitality, logistics, and healthcare.
As a Technical Support Lead at Esper, you will play a pivotal role in shaping and leading our technical support team. Your responsibilities will span from overseeing day-to-day support operations to fostering a culture of excellence and continuous improvement. You'll work closely with cross-functional teams to ensure seamless customer support and satisfaction.
Team Leadership: Lead, mentor, and manage a team of Technical Support Engineers, fostering their professional growth and ensuring exceptional support delivery.
Customer-Focused: Act as the primary point of contact for escalated customer issues, providing high-touch support and resolution.
Technical Expertise: Maintain in-depth knowledge of our DevOps and Foundation product, ensuring that you can assist the team in complex issue resolution.
Process Optimization: Continuously improve support processes and workflows, seeking efficiency, and enhanced customer satisfaction.
Quality Assurance: Implement and maintain quality control and monitoring systems to ensure the highest standards of customer service.
Technical Escalation: Handle technical escalations from your team, working closely with other departments to provide solutions and facilitate rapid issue resolution.
Reporting and Analysis: Generate and review reports on support metrics, identifying trends, and proactively addressing potential issues.
Customer Advocacy: Serve as an advocate for our customers within the organization, ensuring their needs and feedback are heard and acted upon.
Training and Development: Plan and execute ongoing training and development programs for the support team to keep their skills up-to-date.
5-8 years of experience in a technical support role, preferably in an MDM or SaaS company.
Proven leadership experience, with the ability to lead, mentor, and motivate a support team.
Excellent problem-solving skills and technical aptitude.
Strong communication and interpersonal skills.
Proficiency in Mobile Device Platforms(Android and iOS)Experience with support tools, CRM systems, and ticketing platforms like Zendesk, Salesforce, JIRA etc.
Exceptional customer service orientation and a commitment to delivering an outstanding customer experience.
Understanding of mobile device management (MDM) and SaaS principles is a significant plus.
Demonstrated ability to work in a fast-paced, dynamic environment.Adapt to different day/night shifts as needed.Relevant certifications, if applicable.
What we think makes us special
Esper is a company where everyone matters and you can see your impact daily. We trust our teammates and offer intense ownership and therefore accountability. We’re inventing the future and building something special. The team really enjoys what we do and cares about your input. We don’t hire just to fill a spot, we want you to make a difference.
As you help us build this special company, Esper will take care of you. We offer flexible vacation, regular hack-days, competitive pay and benefits, and room for advancement. We hire capable veterans so we avoid the drama and trust in each other’s work. Our worldwide footprint mixes different cultures for a unique experience. We also like to have fun because we play just as hard as we work.
Don’t meet every single requirement?
Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Esper we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.