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Technical Support Manager
Location:
Boulder, CO
Description:
eGauge Systems LLC is currently seeking a full-time Technical Support Manager to join their team (hybrid) in their Boulder, CO 80301 location. Who We Are: eGauge is an established technology company in Boulder, CO, making revenue-grade smart energy meters. Our growing company supplies products to commercial and residential customers around the world. Our goal is to provide hardware and services that help people better understand their energy use, save money and save energy. Our customers include residential solar, industrial manufacturing, agriculture and more - oh, and we're privately held and profitable. What We Offer: $85000 - $105000 / annually Monthly profit-sharing bonus 401(K) plan with company match Medical, dental, and vision insurance Paid time off Family leave Tuition reimbursement Hybrid work schedule (2 days in office, 3 days remote) Weekly company catered lunch Dog-friendly office About the Role: The Technical Support Manager is responsible for overseeing the technical support department,its employees, creating/modifying support policies, and communicating common issues to other departmental managers. The position requires attending meetings, conducting internal departmental check-ins, handling ticket escalations, and reporting information to relevant departments. The Technical Support Manager reports directly to the CEO. Key Requirements: Ability to extract trends from ticketing system and make data-driven decisions Cross-departmental communication skills Attention to detail Technical aptitude with focus on process improvement Familiarity with public-facing technical documentation What You'll Do: Create, modify or implement company-wide support policies Determine and oversee ticket escalation procedure and oversee hardware improvements relevant to support Convey relevant technical information to rest of management team Track support tickets and develop strategies for reducing common issues Provide training for new support employees and provide technical onboarding program for all employees Work within support department to create a training schedule and necessary technical assets Manage RMA process for returns, restocking and warranty replacements Work with sales department to determine best methods for handling new markets, customers and applications for eGauge products Research and make judgements on partnerships and/or products associated with eGauge hardware, along with Technical Sales Manager Provide insight to the hardware engineering department on improvements to existing products Develop and maintain technical documentation for new and existing products Qualifications: Previous experience in technical hardware support and managing a ticketing system Strong communication skills, both verbal and written, with a customer-centric approach and the ability to convey complex information clearly and concisely Proven problem-solving abilities, with a proactive and solutions-oriented mindset to address challenges effectively Familiarity with ticketing and ERP systems and proficiency in Google applications Previous experience with managing technical documentation such as a knowledge base, wiki or FAQ Experience supporting technical hardware and software **No Recruiters please** To Apply: Please submit your resume via the "APPLY NOW" button Equal Opportunity Employer PDN-9c0db609-b672-4bca-9543-5eff5d3c3106
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More About this Listing: Technical Support Manager
Technical Support Manager is a Technology Technical Support Job at Egauge Systems located in Boulder CO. Find other listings like Technical Support Manager by searching Oodle for Technology Technical Support Jobs.
Technical Support Manager is a Technology Technical Support Job at Egauge Systems located in Boulder CO. Find other listings like Technical Support Manager by searching Oodle for Technology Technical Support Jobs.