bloXroute is seeking an experienced results-driven Technical Support Manager to join our dynamic team. As the Technical Support Manager you will be responsible for managing a team of Technical Support Engineers. This role will involve working closely with bloXroute users to understand their needs and help them maximize the value of our products and services. Manage support downtime and product issues, while effectively communicating status updates to users.
This position is a remote position based in the USA.
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Responsibilities
Lead and mentor the technical support team by defining responsibilities and procedures
Assess, select and implement new customer support tools to enhance team efficiency to align with bloXroute products
Continuously improve the technical support processes to enhance team efficiency and deliver an exceptional experience
Establish clear workflows, SLAs (Service Level Agreements), and escalation protocols
Manage and escalate technical solutions to Engineering teams to resolve all concerns and communicate to users in a timely manner
Ensure the team has clear documentation of technical issues, solutions and feedback
Maintain a deep understanding of all products and services to effectively guide and support the team
Guide new users, blockchains, miners and businesses through the onboarding process ensuring they are fully able to use products and services
Provide regular reports on key performance indicators such as resolution times, user satisfaction and team productivity
Conduct research to improve software and utilize data to provide insights and recommended action plans
Understand usersâ goals and objectives, and provide a strategic insight on how to help them achieve their success with bloXroute solutions
Customize support tools to meet customer needs and team workflows
Requirements
5+ years of experience as a Technical Support Manager or relevant experience
Proven management skills with the ability to motive, coach and develop a high-performing team Understanding of ETH (EVM) or Solana blockchain networks
Experience with using web3 (like web3py, web3js) clients to query blockchain data
Understanding of blockchain nodes and p2p networks
Experience with managing large amount of users via social networks
Excellent communication skills, with the ability to build rapport and trust with users
Proven problem solving skills with a proactive approach
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$100,000 - $150,000 a year
The estimated base salary range is between $100,000 - $150,000. The listed range above is a guideline and may be modified.
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