Manager, Technical Support
We’re looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you’re a high performer who’s an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.
About Us: Alteryx is dedicated to delivering exceptional enterprise software to our customers. We are committed to providing world-class technical support to ensure our customers’ satisfaction and success. As we continue to grow, we are seeking a dynamic and experienced Manager, Technical Support to lead our North American Central Support Team.
Overview: The Manager, Technical Support is a pivotal role focused on overseeing critical operational processes, enabling seamless customer onboarding, and optimizing user experiences with Alteryx products. This role encompasses leadership of a team of Customer Support Engineers, serving as the front line for customer queries and issues. The Support Manager acts as the primary escalation point between Alteryx customers and internal departments including Development, Sales, and Services. Moreover, the manager spearheads continuous process enhancement strategies and initiatives, elevating the overall customer experience (CX).
Manage a team of support engineers, both local and remote, with designated product solution expertise. Ensure consistent application of case management best practices.
Identify individual and team training needs, partnering with relevant stakeholders to facilitate training and development opportunities.
Foster effective communication through regular one-on-one meetings (weekly) and strategic sessions with cross-functional groups or individuals, as required.
Act as a point of escalation for complex customer problems and follow through to resolution.
Uphold the standard of customer service excellence, ensuring adherence to guaranteed response times (SLA) by actively monitoring support case queues and managing phone call volumes. Ensure that all requests receive timely and comprehensive resolutions.
Act as a liaison, when necessary, between Alteryx customers, Escalations team, Product &Engineering or Sales to ensure swift problem resolution.
Ensure uninterrupted 24/7 support coverage across all channels.
Encourage development of a comprehensive knowledge base for technical support issues and solutions.
Serve as a catalyst for change, inspiring a shared vision and promoting core values.
Experience: 5+ years in support leadership roles, managing both local and remote teams. Experience with data analytics, intelligent swarming, server administration, cloud products is a plus.
Performance Management: Proven ability to hold teams accountable for performance outcomes.
Metrics-Driven: Proficiency in analyzing scorecard metrics and customer feedback to identify areas for support process and product quality improvements.
Business Acumen: Strong understanding of business operations and drivers.
Workload Management: Ability to review workload requirements and implement workload distribution strategies to meet issue volumes.
On-Call Support: Capability to serve as manager on-duty for after-hours on-call support (rotation).
Escalation Management: Ensure that problems and cases are escalated promptly to the appropriate personnel or service areas for follow-up, testing, and troubleshooting.
Education: Bachelor's degree in a related field (or equivalent work experience).
Alteryx is committed to fair, equitable, and transparent compensation. Final compensation will be determined by various factors such as your relevant work experience, education, certifications, skills, and geographic location.
The salary range for this role in Southern California, Colorado, Washington, and Rhode Island is $103,300-$139,400.
The salary range for this role in New York City and Northern California is $112,600-$152,000.
In addition, you may be eligible for additional compensation, such as a bonus and stock grants. Employees may also be eligible for a wide range of other benefits, including medical, retirement, financial, wellness, time off, employee discounts, and others.
Find yourself checking a lot of these boxes but doubting whether you should apply? At Alteryx, we support a growth mindset for our associates through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we’re invested in building teams with a wide variety of backgrounds, identities, and experiences.
Benefits & Perks:
Alteryx has amazing benefits for all Associates which can be viewed here.