Enterprise Network Support Manager

Product Support & Strategy – Technical Manager

Role Summary
We are looking for a highly motivated, tech-savvy individual with a passion for user experience and brand growth to join our global team as a Product Support & Strategy – Technical Manager. In this strategic role, you’ll lead and shape a new team focused on delivering top-tier phone support for our enterprise customers. You’ll also have the opportunity to drive product improvements through hands-on testing and make impactful decisions that enhance the overall user experience (UX).

This role is pivotal and comes with significant responsibilities from day one to establish a scalable support framework. Key tasks include analyzing support data, segmenting it, and creating standard operating procedures (SOPs) and service-level agreements (SLAs). Your expertise will also be crucial in identifying opportunities for product and service enhancements. Success in this role will ultimately be measured by your ability to reduce support requests through the resolution of common customer issues and process optimization. This unique opportunity offers direct exposure to senior leadership up to the C-suite level, requiring an ability to see the big picture in a fast-paced environment.

We are looking for a curious, self-driven individual with strong technical acumen who’s excited to gain deep insights into our product portfolio and contribute new ideas to enhance both current and future offerings.

Role Responsibilities
As Product Support & Strategy – Technical Manager, you will:

• Lead our “Priority Support” team, including interviewing and hiring new team members
• Establish training processes and materials for new hires
• Analyze support data to establish SLAs and SOPs for diverse user issues
• Conduct audits to identify knowledge gaps and pinpoint opportunities for product and procedural improvements
• Collaborate with stakeholders to implement improvement initiatives
• Stay up-to-date on our latest products and features to align team initiatives with strategic goals
• Work cross-functionally to enhance support initiatives and streamline operations

Role Requirements

• Genuine passion for technology and our products
• A proactive, “hit-the-ground-running” mentality
• Ability to simplify complex issues and extract key insights for team members
• Strong business judgment to provide direction in nuanced customer scenarios
• Expertise in UX and CX factors to enhance products, services, and customer interactions
• Excellent communication skills (written and verbal)
• Ability to take initiative, prioritize effectively, and manage multiple tasks in a fast-paced environment
• Team-oriented mindset with a commitment to developing colleagues

Ideal Education and Experience

• Bachelor’s degree, ideally with an Engineering focus
• Proven experience with technical, hands-on problem solving
• Successful team leadership and formal management experience
• Background working with high-priority customers
• Networking industry experience is a plus

What We Offer

• Competitive salary with bonus potential
• Medical, dental, and vision insurance
• 401(k)
• Cutting-edge homelab equipment
• Modern downtown Chicago office
• Hybrid work environment