Technical Support Manager

Technical Support Manager

One Market Data is a leading provider of high-performance data management and analytics solutions for the financial services industry. Our flagship product, One Tick, is a comprehensive solution that helps financial institutions manage and analyze large amounts of data quickly and efficiently. This enables them to make better decisions and stay competitive. Our team consists of experts in technology, finance, and data science, all dedicated to delivering innovative solutions that meet the evolving needs of the financial markets.

Join us at One Market Data  and be part of a pioneering company making a significant impact in the financial world.

We are looking for a Technical Support Manager to join our team and play a key role in growing our organization.

• Lead, mentor, and manage a team of customer service engineers, ensuring the team is well-equipped to handle complex customer issues.
• Provide coaching, training, and performance feedback to team members, helping them grow and develop their technical and customer service skills.
• Set clear team goals, track performance metrics, and ensure high productivity standards are met.

• Oversee day-to-day B2B customer support activities, including SaaS monitoring, operations, ensuring SLAs are met, SLA reporting, and customer support.
• Ensuring quick and accurate resolutions of technical issues and customer inquiries.
• Handle escalated customer complaints, ensuring issues are resolved promptly and to the customer's satisfaction.
• Collaborate with other departments, such as Dev Ops and Product Development, to resolve customer issues and improve service delivery.

• Work closely with the engineering team to troubleshoot complex technical problems, providing guidance on solutions.
• Ensure the timely and effective resolution of customer issues by facilitating communication between technical teams and clients.
• Track and follow up on open cases to ensure all customer issues are resolved in a timely manner.

• Identify areas for improvement in the customer service process, and work with the engineering team to implement solutions.
• Develop and maintain standard operating procedures (SOPs) for customer support to ensure consistency and quality of service.
• Analyze customer feedback and performance metrics to continuously improve team efficiency and customer satisfaction.

• Provide regular reports to senior management on team performance, customer satisfaction, and trends in technical support issues.
• Use data and analytics to identify opportunities for process optimization and improved customer experience.

• Work closely with the sales team to ensure customer expectations are aligned and met.
• Liaise with Dev Ops, product development, and implementation teams to ensure issues are resolved quickly.
• Liaise with product development and engineering teams to communicate customer feedback and suggest product improvements or enhancements.

• Bachelor's degree in Engineering, Business, or related field, or equivalent experience in a technical support/customer service role.

• At least 5 years of experience in customer service, technical support, and SaaS B2B account management, with a proven track record of managing teams.
• Experience leading a team of engineers in a customer service or technical support environment.
• Experience with SaaS / Web-based database-oriented service architectures.
• Familiarity with project management tools and methodologies (Agile, Scrum, etc.).

• Strong leadership and team management abilities.
• Excellent problem-solving and troubleshooting skills.
• Excellent English verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
• In-depth knowledge of B2B customer service best practices and processes.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Technical aptitude with an understanding of relevant tools and technologies.

• Experience with a Cloud-hosted environment (e.g. AWS, GCP,…