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Manager, Technical Support

1 month, 1 week ago
United States
Full-time
Lead
Technical Support Engineer
Project and Program Management
CSS E-commerce HTML JavaScript JIRA SQL XML
Apply Now
Bazaarvoice

Bazaarvoice

Bazaarvoice provides a software as a service platform that enables brands and retailers to manage and leverage user-generated content at scale, facilitating authentic shopper experiences through the collection, curation, and distribution of consumer-ge...

Internet Software & Services
251-1K
Founded 2005
View All Jobs 6

Description

  • Lead and coach Tier 1 Technical Support Analysts and Tier 2 Technical Success Analysts in resolving complex technical issues for enterprise customers.
  • Develop a high-accountability, autonomous team culture that emphasizes ownership, self-direction, and independent problem-solving.
  • Conduct weekly or bi-weekly 1:1s and quarterly performance reviews focused on career growth, technical development, and behavioral coaching.
  • Lead recruiting, onboarding, and ongoing enablement for new team members, including shadowing interactions and giving feedback.
  • Own smaller operational projects and workstreams that support larger global cross-functional initiatives.
  • Drive process improvements that optimize support delivery, improve workflow efficiency, and support organizational change.
  • Oversee critical escalations, JIRA case reviews, and Red Alert scenarios while keeping stakeholders informed and reducing customer friction.
  • Manage coverage, stale cases, and resource allocation across queues to meet strict SLAs.
  • Champion Knowledge-Centered Service practices, including knowledge capture, article creation, and content maintenance.
  • Use support data, dashboards, queue metrics, CSAT trends, and case lifecycles to identify root causes, bottlenecks, and performance improvements.
  • Partner closely with Client Success, Technical Account Managers, Product, and Implementation Services to improve customer experience.
  • Advocate for and implement AI tools and automation to streamline support workflows and reduce friction for analysts and customers.

Requirements

  • Proven experience managing, mentoring, and developing technical support talent.
  • Experience building strong customer advocacy teams in a support environment.
  • Experience leading project workstreams, managing timelines, and collaborating across global cross-functional initiatives.
  • Strong familiarity with or direct experience in a Knowledge-Centered Service (KCS) framework.
  • Passion for using AI tools, automation, and modern tech stacks to improve support operations.
  • Ability to analyze support metrics, ticketing workflows, and operational KPIs to identify root causes of performance issues.
  • Extensive experience supporting enterprise-level clients with a high-touch, premium service mindset.
  • A degree in CIS, MIS, Computer Science, or equivalent practical experience.
  • Familiarity with Web 2.0 technologies, ideally in an e-commerce environment.
  • Basic exposure to or understanding of HTML, CSS, JavaScript, SQL, or XML.
  • Exceptional written and verbal communication skills across all organizational levels.
  • Ability to navigate ambiguity and deliver results in a fast-paced environment.

Benefits

  • Remote work within the United States or the option to work from Bazaarvoice’s Austin, TX office.
  • Base salary range of $72,580 to $108,870 per year.
  • Total compensation may vary based on geographic location, work experience, market conditions, education/training, and skill level.
  • Equal employment opportunity and an inclusive workplace culture.
  • Routine pre-employment background check as part of the final selection process.

Interested in this position?

Apply directly on the company website

Apply Now

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