Support Manager - Lead Team Of 2 - Knowledge Graph Technology - $90K Base - Player-Coach

Our staffing agency represents a privately-held Data Governance SaaS company that counts among its enthusiastic customer base JP Morgan Chase, IBM, Mayo Clinic, Morgan Stanley, Bayer, AetnaHealth, Capital One, Bristol-Meyers Squibb, and ThermoFisher Scientific.

This 37-employee, Series A firm ($15 million in funding), which is led by a Stanford MBA CEO who has been in his role since 2019, is seeking a Support Manager to lead a team of two (2) Customer Service Support associates. This is a flexible role; you can work from their Raleigh, NC headquarters or from your home office.

Solution

Our client helps organizations succeed in data governance. It provides agile solutions for managing information regardless of its structure, origin, or location. Their products use standards-based graph technologies—because connections are important. Making information easy to connect enables unparalleled flexibility for organizing, governing, and using it in today’s dynamic data environments.

Customers include many government agencies and Fortune 1000 companies in numerous industries including pharmaceutical, financial services, energy, and digital media.

Role

* Player-coach role, working from their Raleigh, NC headquarters or from your home office.

* $90k base, plus 10% annual bonus. Your bonus is based on individual and company goals.

* Strong benefits and equity round out the compensation plan.

* For your direct reports, you will provide growth opportunities, set goals, and review performance.

* You will solve complex technical issues for customers’ on-premise software application installations – helping with connectivity, authentication, installation, environment, etc.

* You have 5+ years of application development experience and/or system administration, with at least 2 years managing a team.

* Required: hands-on experience with Java applications running on Tomcat container.

* Excellent time management and organizational skills are required; you think strategically.

Culture

* One employee says they are “pioneers in the semantic web data integration area.”

* Young, energetic senior leadership team hails from Deloitte, Cornerstone, IBM, and NASA.

* They have 100+ YouTube videos, and they consistently post case studies, white papers, and blog entries.

* The Mayo Clinic raves: “The actionable information provided to our end users created a more seamless search experience.”

Official

We make data meaningful and accessible. We help the world’s largest organizations break down data silos to empower teams to make better decisions, faster.

Our flagship product is the most practical deployment of knowledge graphs and semantic technology in the market. It allows Fortune 1000 companies to empower the discovery, governance, and security of organizational data to enable the creation of the world’s most important technologies.

The role:

We are seeking a Support Manager to lead our Customer Service Support team. The primary responsibility for this position is to manage workflow and continual communication for customer incidents and provide hands-on technical leadership to the support team.

Hands-on experience in running and supporting enterprise software applications is required. This position will be hands-on, the candidate will need to learn our software product at an expert level and be able to triage customer issues ranging from installation to how-to business questions to urgent loss of functionality issues.

The candidate will be tasked with fostering internal and external relationships to organize incident resolution efforts as efficiently as possible. Must be able to effectively communicate with all roles in the company including management and software development.

Previous understanding of knowledge graphs and semantic technology is an added bonus.

What you’ll be doing:

· Solving complex technical issues for customers' on-premise software application installations. Connectivity, authentication, installation, environment, etc.

· Provide leadership for the team to fully understand and resolve issues, concerns, and problems that result in the fast resolution of customer issues.

· Prioritize and delegate multiple high-priority issues without sacrificing SLAs.

· Present technical concepts in a clear manner to customers via email, web conference meetings, and ticketing system.

· Communicate incident status, resolution, and impact to internal and external stakeholders.

· Educate and understand client concerns and how they relate to business objectives.

· Identify trends and repetitive incidents and document solutions in the external or internal FAQs, product manuals, cookbooks, videos, or other knowledge bases.

· Interface with the Sales, Marketing, and Software Development team to improve product service, design, and quality.

· Serve as subject matter expert for our software application and handle technical client support escalation cases.

· Mentor direct reports, provide growth opportunities, set goals, and review team performance.

What we’re looking for:

· Bachelor’s degree in Computer Science or related fields.

· 7 plus years of application development experience and/or system administration with 3+ years at the management level.

· Hands-on experience with Java applications running on Tomcat container.

· Strong interpersonal skills and customer presence

· Ability to work well as part of a distributed team.

· Excellent communication skills, both oral and written

· Ability to effectively prioritize and execute tasks in a fast-paced environment.

· Excellent problem-solving, time management, and prioritization skills, must enjoy multitasking.

· Working knowledge of Change Management, Incident Management, and Problem Management.

· Must be able to exercise independent judgment and demonstrate a high degree of initiative.

· Experience in implementing process improvement and doing root cause and trend analysis for support.

Bonus:

· Experience in Linked Data, RDF, and SPARQL.

· Understanding of data governance/information management concepts

Working here is best exemplified by our values

· Boldy Customer-Centric. Every decision we make boils down to what is best for the customer.

· Substance over Style. Focusing on a flat hierarchy, being decisive, constantly improving, and taking feedback. May the best ideas win.

· Connections matter. A team that sticks together is unstoppable. Presume the best intent and inspire others.

· Trust & Flexibility. We are more than any one label. Remote-first, well-compensated (competitive salary, bonus, and extended benefits) teammates get better work done, smile more, have great work-life balance, and, frankly, are more fun to work with.

· Having a “Killer app” mindset. Building technology to solve real problems. Work with your team, pick a lane and run.