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Principal Technical Customer Support Manager - Remote

Posted 2 weeks ago
Customer Service
Full Time
Worldwide

Overview

As the Principal Technical Customer Support Manager at Proof, you will be responsible for resolving complex technical issues and ensuring a high-quality support experience for customers, while collaborating with engineering and product teams.

In Short

  • Serve as a senior technical escalation point for critical customer issues
  • Diagnose, troubleshoot, and resolve technical problems related to our platform
  • Collaborate closely with engineering, product, and customer success teams
  • Develop and implement best practices for incident management
  • Analyze support trends to identify areas for improvement
  • Mentor support teams to enhance technical knowledge
  • Drive initiatives to improve platform stability and customer experience

Requirements

  • 10+ years of experience in technical customer support
  • Expertise in troubleshooting complex software systems and APIs
  • Strong knowledge of cloud-based platforms and networking
  • Excellent problem-solving skills
  • Experience managing high-priority escalations
  • Strong leadership and mentoring abilities
  • Exceptional communication skills

Benefits

  • Medical, dental, and vision benefits
  • Life insurance and disability coverage
  • 401k Plan with a 4% match
  • Unlimited Sick and Vacation time
  • 14 paid company holidays
  • 2 company Chillax weeks
  • 12 weeks of paid parental leave
  • 4 week sabbatical after 5 years
  • Lunch on Proof through Grubhub credit
  • Professional development credit
  • Monthly reimbursement for Wellness
Proof logo

Proof

Proof is the world's first identity-assured transaction management platform, dedicated to digitizing trust for critical transactions. Founded by industry leaders who pioneered online notarization, Proof enhances digital trust by verifying identities and securing transactions, thereby protecting businesses and their customers. Since its inception in 2015, the company has achieved significant milestones in digital commerce, including groundbreaking online transactions in real estate, mortgages, auto sales, and wills. With a focus on high availability and performance, Proof operates on AWS ECS for production and AWS EKS for testing, continually striving to improve its systems and processes.

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