Guidepoint
Lead Support Engineer
Guidepoint, New York, New York, us, 10261
Overview:
The role provides technical support to a proprietary application platform in a global environment, providing guidance to external users and internal colleagues alike. We're looking for a quick learner, who is skilled in customer support and knowledgeable with various application platforms, especially proprietary SaaS applications. The Lead Support Engineer should be experienced working with development and product teams, providing support to end-users in a work from anywhere model covering a global workforce.
We're looking for a change agent who has experience with upscaling an existing application support function. Experience establishing automation processes within a support organization is required for success. This Lead will manage a small team globally and will help double it over the next few years. The Lead will be empowered to upskill our existing team members and ensure each colleague continues to grow and thrive.
This is a hybrid position out of our New York City headquarters.
What You'll Do:Oversee daily operations of the support team to ensure adherence to service level agreements (SLAs)Monitor support tickets and ensure timely resolution of customer issuesSupport agents and engineers with coaching, mentoring, and performance feedbackHandle escalated customer issues and ensure satisfactory resolutionConduct regular team meetings and training sessionsIdentify areas for process improvement and implement best practicesServe as a liaison between the support team and other departments (e.g., development, product management)Analyze support data to identify trends, patterns, and areas for improvementGenerate and distribute regular reports on support performance metricsProvide insights and recommendations to enhance support operations and customer satisfactionCollaborate with the support team lead and manager to implement data-driven improvementsMonitor and report on SLA compliance and support efficiencyConduct root cause analysis of recurring issues and suggest preventive measuresWhat You Have:
Knowledgeable with web application SaaS platforms and architectureKnowledgeable with SQL, possibly other database operationsExperience with features such as voice conferencing, emailing, etc.Product knowledge, programming logicSetting operational standards and proceduresExperience in web stack operations, VOIP, SMTP, etc. a plusCertifications including ITIL, CompTIA A+, etc.12+ years of work experience showing progressive growth in the field3+ years of management experience, ideally as a team leadPresentable, excellent communication skills, high energyHands-on experience with application support in a global, enterprise environmentTech writing and documentationAbility to rapidly analyze issues, anticipate consequences, make decisions, and initiate actionAbility to work independently and as part of a teamPresent monthly reports / metrics to managers and stakeholdersWhat We Offer:
The annual base salary range for this position is $120,000 - $140,000. Base salary may vary depending on job-related knowledge, skills, and experience, as well as geographic location. Additionally, this position is eligible for an annual discretionary bonus based on performance.
You will also be eligible for the following benefits:
15 PTO days, 10 legal holidays, and sick daysComprehensive medical, dental, and vision plansWill match up to 10% of employee contribution for 401(k), life insurance, paid time-off, and parental leave plansCommuter benefits and a corporate gym rateDevelopment opportunities through the LinkedIn Learning platformFree snacks and beverages in the officeFriday happy hour and "Summer Fridays"Year-round corporate athletic leagueCasual work environment, team building, and other social events
About Guidepoint:
Guidepoint is a leading research enablement platform designed to advance understanding and empower our clients' decision-making process. Powered by innovative technology, real-time data, and hard-to-source expertise, we help our clients to turn answers into action.
Backed by a network of nearly 1.5 million experts and Guidepoint's 1,300 employees worldwide, we inform leading organizations' research by delivering on-demand intelligence and research on request. With Guidepoint, companies and investors can better navigate the abundance of information available today, making it both more useful and more powerful.
At Guidepoint, our success relies on the diversity of our employees, advisors, and client base, which allows us to create connections that offer a wealth of perspectives. We are committed to upholding policies that contribute to an equitable and welcoming environment for our community, regardless of background, identity, or experience.
Base salary may vary depending on job-related knowledge, skills, and experience, as well as geographic location. Additionally, this position is eligible for an annual discretionary bonus based on performance.
Compensation
$120,000-$140,000 USD
The role provides technical support to a proprietary application platform in a global environment, providing guidance to external users and internal colleagues alike. We're looking for a quick learner, who is skilled in customer support and knowledgeable with various application platforms, especially proprietary SaaS applications. The Lead Support Engineer should be experienced working with development and product teams, providing support to end-users in a work from anywhere model covering a global workforce.
We're looking for a change agent who has experience with upscaling an existing application support function. Experience establishing automation processes within a support organization is required for success. This Lead will manage a small team globally and will help double it over the next few years. The Lead will be empowered to upskill our existing team members and ensure each colleague continues to grow and thrive.
This is a hybrid position out of our New York City headquarters.
What You'll Do:Oversee daily operations of the support team to ensure adherence to service level agreements (SLAs)Monitor support tickets and ensure timely resolution of customer issuesSupport agents and engineers with coaching, mentoring, and performance feedbackHandle escalated customer issues and ensure satisfactory resolutionConduct regular team meetings and training sessionsIdentify areas for process improvement and implement best practicesServe as a liaison between the support team and other departments (e.g., development, product management)Analyze support data to identify trends, patterns, and areas for improvementGenerate and distribute regular reports on support performance metricsProvide insights and recommendations to enhance support operations and customer satisfactionCollaborate with the support team lead and manager to implement data-driven improvementsMonitor and report on SLA compliance and support efficiencyConduct root cause analysis of recurring issues and suggest preventive measuresWhat You Have:
Knowledgeable with web application SaaS platforms and architectureKnowledgeable with SQL, possibly other database operationsExperience with features such as voice conferencing, emailing, etc.Product knowledge, programming logicSetting operational standards and proceduresExperience in web stack operations, VOIP, SMTP, etc. a plusCertifications including ITIL, CompTIA A+, etc.12+ years of work experience showing progressive growth in the field3+ years of management experience, ideally as a team leadPresentable, excellent communication skills, high energyHands-on experience with application support in a global, enterprise environmentTech writing and documentationAbility to rapidly analyze issues, anticipate consequences, make decisions, and initiate actionAbility to work independently and as part of a teamPresent monthly reports / metrics to managers and stakeholdersWhat We Offer:
The annual base salary range for this position is $120,000 - $140,000. Base salary may vary depending on job-related knowledge, skills, and experience, as well as geographic location. Additionally, this position is eligible for an annual discretionary bonus based on performance.
You will also be eligible for the following benefits:
15 PTO days, 10 legal holidays, and sick daysComprehensive medical, dental, and vision plansWill match up to 10% of employee contribution for 401(k), life insurance, paid time-off, and parental leave plansCommuter benefits and a corporate gym rateDevelopment opportunities through the LinkedIn Learning platformFree snacks and beverages in the officeFriday happy hour and "Summer Fridays"Year-round corporate athletic leagueCasual work environment, team building, and other social events
About Guidepoint:
Guidepoint is a leading research enablement platform designed to advance understanding and empower our clients' decision-making process. Powered by innovative technology, real-time data, and hard-to-source expertise, we help our clients to turn answers into action.
Backed by a network of nearly 1.5 million experts and Guidepoint's 1,300 employees worldwide, we inform leading organizations' research by delivering on-demand intelligence and research on request. With Guidepoint, companies and investors can better navigate the abundance of information available today, making it both more useful and more powerful.
At Guidepoint, our success relies on the diversity of our employees, advisors, and client base, which allows us to create connections that offer a wealth of perspectives. We are committed to upholding policies that contribute to an equitable and welcoming environment for our community, regardless of background, identity, or experience.
Base salary may vary depending on job-related knowledge, skills, and experience, as well as geographic location. Additionally, this position is eligible for an annual discretionary bonus based on performance.
Compensation
$120,000-$140,000 USD