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Director of Technical Support

| Greater NYC Area

BetterCloud is the first SaaS Operations Management platform, empowering IT to define, remediate, and enforce management and security policies for SaaS applications. Over 2,500 customers in 60+ countries rely on BetterCloud for continuous event monitoring, quickly remediating threats, and fully automating policy enforcement. BetterCloud is headquartered in New York City with offices in Atlanta and San Francisco.

Named one of the Top 50 StartUps with “Unicorn” potential by The New York Times, BetterCloud is looking for a Director to lead our support team. We are looking for a humble, hands on leader who can scale our technical support organization, mentor our awesome team, and innovate around our world class customer experience.

Responsibilities

  • Recruit, manage and mentor our awesome Technical Support team. Our team works tirelessly each day to support our customer base of forward thinking IT professionals.
  • Innovate and evolve our technical support model to best service our customers, and best achieve the goals of BetterCloud’s evolving business.
  • Oversee all day to day activities of the support team.
  • Advocate the voice of the customer at BetterCloud, including management of escalation of issues to product & technology leadership.
  • Serve as an escalation point and sponsor for our most strategic accounts.
  • Manage overall team performance, critical processes and KPIs.

Qualifications | Required:

  • 5+ years of professional experience in customer experience at a technology company, with 3+ years of experience in customer support.
  • Affinity for technology businesses and technical problems, and a creative problem solver.
  • Strong foundation in Zendesk, or other customer management solutions (Kustomer, Salesforce, etc)
  • Excellent communication skills, and strong management and mentorship credentials.
  • Ability to immerse yourself and become literate in the technical challenges our customers are experiencing.

Qualifications | Recommended:

  • Previous experience in a technical support role and/or IT.
  • Experience using SaaS applications such G-suite, Dropbox, Box, Slack and Salesforce.

What we offer:

  • Competitive base salary + stock options
  • Full benefits package
  • Career growth with an industry innovator

BetterCloud is an Equal Opportunity Employer, including disabled and vets.

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Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • AngularJSFrameworks

Location

We're in the heart of Chelsea where theres lots of great lunch and happy hour spots! Plus, the office is near tons of subways and Penn Station.

What are BetterCloud Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

Competitive salary + full benefits package, stock options, 401K, stocked kitchen, high end tech tools, team outings and more!

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