Product Support Manager

$117,282 - $140,000/Yr

Sinclair Broadcast Group - Seattle, WA

Full-time - Mid Level

Seattle, WA

101-250 employees

Broadcasting and Content Providers

About the position

The Product Support Manager at Sinclair Digital is a pivotal role responsible for building and leading a high-performing Product Support team. This position involves shaping the future of product support by selecting top talent, creating a culture of excellence, and establishing processes and strategies to enhance user support. The manager will oversee technical support delivery, manage team performance, and collaborate with various stakeholders to improve the overall product support experience.

Responsibilities

• Manage, mentor, and develop a team of Product Support Specialists.
• Oversee the delivery of technical support to internal users of the CMS software application.
• Ensure timely and effective resolution of user-reported issues.
• Maintain and enhance the internal knowledge base by documenting solutions and FAQs.
• Identify areas for process improvement and implement strategies to enhance efficiency.
• Act as the primary escalation point for complex technical issues.
• Collaborate with Engineering, Product Management, and other stakeholders.

Requirements

• At least 3 years of experience in a management role within a technical support environment.
• 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.

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.

Benefits

• Dental insurance
• Disability insurance
• Employee stock purchase plan
• Flexible spending account
• Health insurance
• Paid holidays
• Paid sick time