Director, Technical Support - remote

Director, Technical Support

Remote, United States

Full time

job requisition id

R2024-0062

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra’s differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.

As Director, Technical Support, you will lead a group of skilled technical support specialists and engineers, who provide exceptional technical support to our Global Bonterra Support clients, ensuring their success with our software solutions. You will work to triage and resolve customer issues, working closely with Support, R&D and SaaS Operations and handle both reactive and proactive operational functions. You will develop a high-performing team that is hyper-focused on efficiency, quality, and customer satisfaction.

Responsibilities

Provide leadership to technical support teams, focusing on efficiency and quality to increase software utilization, customer retention and overall satisfaction ratings.

Perform technical and strategic tasks such as establishing and enforcing technical requirements and managing new workflows &processes.

Direct the daily operations of the team to continuously improve the customer support experience.

Manage the defect process including testing, prioritization, escalation, case management and communication.

Establish and maintain standard operating procedures to maximize efficiency and measure key performance indicators, consistently working to improve those metrics.

Directly manage a team of skilled Technical Support Specialists and Engineers.

Analyze issues and assist with troubleshooting incidents that are escalated by the team.

Work closely with Operations, R&D and SaaS Ops to resolve defects and identify trends in customer issues.

Communicate with customers and internal parties about existing tickets and identify common patterns.

Act as an escalation point for customers and critical issues.

Foster a culture of teamwork, collaboration, and exceptionalism.

Requirements

At least 5-7 years of industry experience in a Technical Support Manager role within software and/or technology company.

A genuine interest in technology and a desire to solve problems.

Provide a troubleshooting mindset, a customer-focused approach, and a strong sense of ownership over results.

Experience in providing a positive customer experience as well as effective verbal and written communication skills to explain technical information to varied levels of users.

Ability to multi-task, can respond and react to a variety of different critical issues simultaneously.

Ability to effectively manage processes, relationships and resources to enhance organizational capability and results.

Willing to learn, adapt, and evolve with a growing team and evolving company.

Strong problem-solving skills with technical agility and creativity.

A good working knowledge of relational databases (SQL preferred).

Experience with Jira/Confluence, Zendesk, Intercom, Salesforce, or alternative ticketing tools.

Nourish a team-oriented mindset with a customer-first attitude.

Outstanding communication and analytical skills.

Compensation

The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.

US Base Salary Range: $120,000 –$150,000 w/15% annual bonus

Please note that the compensation range specified in this job posting is applicable to candidates based in the United States. For international applicants, actual salary offers may vary based on the local market compensation standards and will be determined in accordance with regional considerations, including but not limited to applicable laws, cost of living, and industry norms.

Our Culture:

Our team is made up of industry experts and advocates who are 100% committed to supporting the doers of social good. We are currently undergoing an effort to create the vision and values that embody our collective organization and embrace the individuals who make up our community.

Our comprehensive and competitive benefits include:

Generous Flexible Time Off (FTO) Policy

Equity for ALL regular, full-time employees from individual contributors to management –share in our success!

Up to 15 paid company holidays including some commemorating social justice events and self-care

Paid volunteer time

Resources for savings and investments

Paid parental leave

Paid sick leave

Health, vision, dental, and life insurance with additional access to health and wellness programs.

Opportunities to learn, develop, network, and connect

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.