Manager, Technical Product Support

Sinclair & Co. - Seattle, WA

Full-time - Mid Level

Seattle, WA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Product Support Manager at Sinclair Digital is a pivotal role responsible for building and leading a new Product Support team. This position involves shaping the team's culture, defining processes, and ensuring high-quality support for users of the company's CMS software. The manager will oversee technical support, manage team performance, and collaborate with various stakeholders to enhance the product support experience.

Responsibilities

• Manage, mentor, and develop a team of Product Support Specialists.
• Set performance goals, conduct regular evaluations, and provide constructive feedback.
• Foster a collaborative and positive work environment that encourages professional growth and high performance.
• Oversee the delivery of technical support to internal users of the CMS software application via phone, email, and ticketing system.
• Ensure timely and effective resolution of user-reported issues by diagnosing root causes and identifying solutions.
• Monitor and manage the team's performance against Service Level Agreements for response and resolution times.
• Maintain and enhance the internal knowledge base by documenting solutions and frequently asked questions (FAQs).
• Ensure the team stays updated on system changes, new features, and best practices through ongoing training and communication.
• Identify areas for process improvement within the support function and implement strategies to enhance efficiency and service quality.
• Collaborate with development, QA and IT teams to resolve issues and implement solutions.
• Lead projects aimed at improving the product support experience for users.
• Create a robust new hire training program.
• Act as the primary escalation point for complex technical issues, or mishandled issues that require higher-level support or intervention.
• Work closely with Engineering, Product Management, Key Users, and other stakeholders to provide feedback and insights from the support team.
• Participate in daily standup meetings and contribute to triaging new items and ensuring team participation is to expectation.
• Test and validate bug fixes.

Requirements

• At least 3 years of experience in a management role within a technical support environment, preferably with software-related products.
• Strong understanding of web technologies and content management systems.
• Excellent problem-solving and analytical skills.
• Outstanding communication and interpersonal skills.
• Ability to lead, inspire, and develop a high-performing team.
• Familiarity with ticketing systems and support tools.
• Experience with reporting and analysis to gauge team performance.
• Deep understanding of the Software Development Lifecycle.

Nice-to-haves

• At least 5 years of hands-on experience in a technical support role in addition to management experience.
• Experience supporting software used in the media or news industry.
• Experience with video technologies.
• Knowledge of web development languages such as HTML, CSS and JavaScript.
• Understanding of database management systems.
• Experience with tools including Jira, Confluence, Slack, Google Analytics.