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Manager, Client Support
Position Overview
Anaqua is seeking a highly motivated Technical Support Manager who is eager to help us build and manage our US Support organization. This is an exceptional opportunity for the right person to learn and grow with us. You should be a team player with strong communication skills, experience in and commitment to providing customer support, and strong technical skills in the Microsoft platform including SQL Server, IIS, Angular, CSS, ASP.NET, and C#.
You should be able to troubleshoot issues, identify workarounds and solutions, as well as handle several tasks at a time. You will need to work with your team to ensure they are following processes, providing clients with excellent support and guide them in their career growth. The position includes, but is not limited to, overall support management for Anaqua clients in a US region (East or Central), internal team leadership and mentoring for our growing global support team, engineering and development work as needed, troubleshooting remotely and possibly onsite at client locations, providing clients with directions and assistance for their product-related issues. This position is located in either of our US offices (Boston, or Salt Lake City)
Responsibilities:
- This is a key role in the Support organization, help expand Anaqua’s client support services in the US
- Lead the front line support team by acting as coach and mentor, being their first stop for escalations, approving hours, and recruiting, hiring and training new members
- Work with the global support management team to define, implement and manage support policies to ensure success of the team and alignment with customer needs
- Manage support queue for rapidly growing client base, as well as working closely with JP and European staff for 200+ clients in other regions
- Interactive work with clients (email, phone, web conference, or in person) to diagnose and resolve product or environment-related issues
- Implement product changes and enhancements using modern Microsoft technologies (SQL Server 2019, IIS, ASP.NET, C#, WCF, SQL Server Reporting Services)
- Work closely with the Engineering, QA, and Product Management teams to ensure tight adherence to standards and product design goals
- Manage service pack feature sets and releases to clients
- Participate in support status meetings with clients
- Position may require some “on-call” availability
Qualifications:
- 5 or more years of experience in a technical support and/or client management role with strong focus on software engineering and development
- 3 or more years of experience managing technical teams
- Strong problem-solving skills
- Experience with Microsoft ASP.NET, C#, or other Object-Oriented Language and Microsoft SQL Server
- Additional desired technical experience:
- Microsoft Team Foundation Server
- Microsoft SQL Server Reporting Services (SSRS)
- Ability to thrive in a fast-paced, team environment
- Ability to multitask and work on multiple complex tasks
- Independently motivated learn new technologies, exploring problems and providing clients with innovative solution
- Bachelor’s degree in Computer Science or related field
- Legal experience and/or Intellectual Property knowledge a plus, but not required
Anaqua is always on the lookout for talented people who feel that they can contribute to the team. We provide a friendly environment in which to work, while also offering exciting and rewarding opportunities for future career development. We also offer competitive salaries with benefits, and a sound training program for new employees.
