The Geospatial Cloud Services (GCS) Release Train has an opening for a Tech Support Manager. The Tech Support Manager leads a team responsible for direct customer tech support across multiple online, geospatial platforms. This role is responsible for tech support and customer service of online platforms that have a direct impact on innovation, revenue growth, profitability and efficiency for the company.

The Tech Support Manager leads the tech support team and works to improve customer satisfaction on a continuing basis.  On a day-to-day basis, the Tech Support Managers works closely with the software development team, the DevOps team, customers, and sales/account managers.  A strong focus on the customer -- communications, support and advocacy -- is crucial.  The role also involves interfacing with DigitalGlobe’s three internal market segments (Commercial, USG, and ID&I) and other development and customer team members across the company.  Process improvement on internal and external processes to improve customer satisfaction and team efficiency is essential.

A successful candidate in this role is a customer & solutions-focused leader who works to ensure and constantly improve customer satisfaction in a data driven manner.  The GCS Tech Support leader will be viewed as a critical member of the GCS leadership team.

Primary Duties and Responsibilities:

• Manages personnel on tech support team (Performance Reviews, growth plans, 1x1s, etc)
• Performs customer outreach and communication for platform changes and updates.
• Understands customer workflows and ensures that customer feedback is incorporated into development roadmaps.
• Works closely with GCS DevOps to coordinate all system downtime and impacts and communicates them appropriately to customers.
• Tracks relevant metrics on customer satisfaction, SLAs, and team performance.
• Communicates and works well with USG, Commercial, and ID&I stakeholders.
• Optimizes tech support structure and ConOps to provide best possible customer experience
• Participates in train wide activities such as Release Planning, Sprint Demos, Product Council, etc.
• Builds and maintains effective on-boarding and training materials to quickly ramp up the team when needed
• Performs other duties as assigned

Job Requirements

Basic Qualifications:

• 10+ years professional experience in a technical, product-oriented field
• 5+ years focused on customer facing communications and support role – strong customer focus required.
• 5+ years management experience
• Positive, results oriented approach
• Ability to stay calm and focused under pressure
• Ability to obtain US Government security clearance
• Bachelor’s degree

Preferred Qualifications:

• Excellent communication ability, both with customers and engineering teams
• Demonstrated ability to lead customer facing teams and provide best-in class support and process improvements
• Ability to partner and negotiate with leaders in and outside of the GCS organization
• Some geospatial/GIS, image processing, military, or cyber security experience

DigitalGlobe and Radiant solutions offer a generous compensation package including a competitive salary; choice of medical plan; dental, life, and disability insurance; a 401(K) plan with competitive company match; paid holidays and paid time off.