Technical Support Enablement Manager

| Greater Denver Area

We’re looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you’re a high performer who’s an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.

Alteryx is searching for a Technical Support Enablement Manager based in our Broomfield, CO Irvine, CA or Plano, TX office. This position is remote-friendly.  

We are looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you are a high performer who is an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.  

As Technical Support Enablement Manager, you will be reporting to the Senior Director of Global Customer Support and will be responsible for the technical education of Alteryx’s Customer Support & Technical Account Management Organization. You will partner with the leadership team to enable all members of the Support Organization to identify their capabilities and engage in the appropriate learning opportunities to achieve success in their role. You must be able to build out, observe and measure program progress and continue to evolve and drive scalable long-term success. Flexibility, creative problem solving, and the ability to interact with different levels of management and people with different personality styles is necessary. Strong organizational skills, ability to manage stakeholders and a strong understanding of Alteryx technology are essential.  

In this role, you will evaluate our current approaches and then build a more reliable way to bring new hires up to speed on the breadth of technical requirements they need to deliver first line support. You will also be responsible for creating and managing progress against the paths to technical subject matter expertise and promotion paths to Senior, Principal and Technical Account Management. You will ensure your approach can be standardized for global consumption and will partner with other departments to provide content where it is helpful, such as Partner Support Training. This role requires someone who will reliably collaborate well with other supporting departments (HR/Ops/Enablement/Community/etc.), is fanatical about feedback and is excited to continually improve. 

Key Responsibilities: 

  • CSE / TAM (PSA) New Hire Onboarding In partnership with Customer Services Onboarding & Support Management, extend program for technical support capabilities and practices, including role specific process, documentation and learning paths. Ensure new hires are welcomed on day one and are provided a review of documentation and resources. Maintain new hire onboarding tracking. Facilitate onboarding health checks, perform onboarding completion interviews and implement worthy suggestions into onboarding process to pursue constant improvement. Build and maintain dashboards to report program KPIs and results. 

  • Technical Support Mentor Program - Manage program for new hires and mentors. Ensure mentoring program is fulfilling the promise of a consistent and rewarding experience for both parties Ensure expectations are clear for both parties. 

  • Technical Enablement  In partnership with other Customer Service functions, leverage current LMS, SharePoint and other educational vehicles to enable the Escalation Management, Support SME teams, TAMs (PSAs), AppSec and Product Development to transfer information in a consistent and reliable way to ensure the Support org and others that may benefit from advanced technical enablement. Ensure audience has completed appropriate curriculum in preparation for new product and feature releases. Act as liaison between the groups, create standardized process and ensure regular communication. Keep existing enablement courses current and create new ones by engaging Subject Matter Experts to create or update course content as required. Build and maintain dashboards to report program KPIs and results. 

  • Technical Learning Paths  Identify and maintain required foundational learning paths for current and future products. Work with Subject Matter Experts to ensure content is relevant, updated, and meets the requirements to upskill new hires from apprentices to SMEs. Build and maintain dashboards to report progress through the learning paths. 

  • Evolve Competency Matrix – Partnering with Support Leadership, improve the competencies for all roles, ensure standardization of measure and discussion. Create a way to track all members against competencies so at a glance any manager can see where their employees are. 

  • Contribute to Support Management Development Program – Partnering with Support Leadership, integrate IS, KCS and Support best practices into a repeatable series of exercises that all managers, team leads, and those aspiring to those roles can take to develop those skills. 

  • Maintain Customer Support & Premium Support SharePoint Site – Responsible for maintaining department SharePoint site, including document repository, new hire announcements, CSU archives, etc. May delegate to department as necessary but sets standard and ensures adoption. 

  • Customer Support University – Manage the Customer Support University (CSU) program. Work with CSU stakeholders to schedule relevant sessions, assign tasks, engage speakers, procure agendas, dry runs, etc. as needed and own communication to the Support team on CSU schedule and invitations. 

  • Additional Programs – Work with members of department to support them with special projects, ad hoc requests, and new initiatives. 

 

Qualifications: 

  • Alteryx Core Certified, Advanced Preferred. 

  • 5+ years of experience working in a customer support organization. 

  • Experience creating templates, learning paths, facilitating technical learning sessions and administering an LMS. 

  • 2+ years of program/project management. 

  • Ability to distill knowledge from subject matter experts and partner on practical ways to mirror, practice or shadow.  

  • Experience developing and standardizing learning measures for technical competency. 

  • In ambiguous situations, is competent at digging and challenging to ascertain best path forward to achieve goal. 

  • Strong strategic thinking, business analysis, problem solving, leadership, collaboration, presentation, and communications skills. 

  • Ability to work effectively in an unstructured environment and manage complex cross-organizations projects where success is predicated on influencing team members without having direct authority over them. 

 

Find yourself checking a lot of these boxes but doubting whether you should apply? At Alteryx, we support a growth mindset for our associates through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we’re invested in building teams with a wide variety of backgrounds, identities, and experiences.  

  

Compensation:  

Alteryx is committed to fair and equitable compensation practices. The salary range for this role in Irvine, CA is $111,900-$190,200. This position is also remote-friendly and, as such, compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, certifications, and geographic location.  This role is eligible for variable compensation including bonus and stock grants.

  #LI-SJ1

  

Benefits & Perks:   

Alteryx has amazing benefits for all Associates which can be viewed here.”  

Interested? Learn more and apply today at alteryx.com/careers!   

Find yourself checking a lot of these boxes but doubting whether you should apply? At Alteryx, we support a growth mindset for our associates through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we’re invested in building teams with a wide variety of backgrounds, identities, and experiences.

Benefits & Perks:

Alteryx has amazing benefits for all Associates which can be viewed here.

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Location

Right at the entrance to the Interlocken Technology Park, our office is easily accessible from Denver and Boulder, and offers views of the mountains.

An Insider's view of Alteryx, Inc.

What’s the vibe like in the office?

Our culture is casual, but we're driven and work hard! We're empowered to be independent, creative, and innovative. Not only do we care about our platform, but we are deeply passionate about how the work we do impacts the community and our world.

Katelyn

Office Manager

What's the biggest problem your team is solving?

Bringing Alteryx to more people; democratizing our platform.

Simon

Team Lead, DX

How does the company support your career growth?

Alteryx walks the walk when it comes to supporting individual career goals. We have so many career planning resources and programs, but what differentiates Alteryx is the way everyone rallies around you to make sure you reach those goals. I've set aggressive career ambitions, plus pursuing my MBA! It's like the whole company is cheering for me.

Emily Singer

Manager, Public Relations

How do you empower your team to be more creative?

I encourage my team members to spend time learning - whether it's joining on-site study sessions to learn more about our product, to participating in Alteryx Academy. I think having a commitment to constant learning and self-improvement allows for creativity to flourish and opens up the doorway to new ideas.

Stephanie

Manager, Product Management Operations

What makes someone successful on your team?

Not being afraid to speak out is key. I think everyone (man or woman) is familiar with the scenario of being overshadowed in a meeting by someone with the same idea, but a louder voice. When you are the only woman on a team, ​I believe this happens more often. Take risks and be the person to speak out no matter what!

Laurie Linz

Software Development Test Engineer

What are Alteryx, Inc. Perks + Benefits

Alteryx, Inc. Benefits Overview

Company Perks & Benefits include:

• 100% company-paid medical, dental and vision benefits.

• Life insurance, disability, and accidental coverage

• Paid Holidays, Paid Time Off (PTO) & Volunteer Time Off (VTO per year)

• 401k with company match

• Employee Stock Purchase Plan

• Fitness & Wellness reimbursement program

• Bicycles and frisbee golf to rent in office

• Gym and The Hut Restaurant on the first floor of the building

• Yoga monthly and massages weekly

• Happy hours, release parties, and networking events throughout the year

• Fresh fruit delivery, bagels on Thursdays and catered lunch every other Wednesday

• Beer taps and comfortable lounges throughout the office

• Video and arcade games, ping pong, pool table, and shuffleboard

• Free form "Innovation Days" and "Learning Days" for self-improvement monthly

Culture
Volunteer in local community
Alteryx For Good empowers associates to volunteer 20 hrs/year helping charities such as: Fourmile Watershed Coalition, Habitat for Humanity, A Precious Child or any organization of their choice.
Partners with Nonprofits
AFG Co-Lab is a group of Alteryx experts who have a passion for using analytics for good and want to volunteer their time to help non-profits such as: Connect2Help 211 or Pathways of Hope.
Friends outside of work
Eat lunch together
Intracompany committees
In our Broomfield office we have an activities committe which plans events for our team including Bring your Child to Work Day and other celebratory events.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
We are committed to Diversity, Equity, & Inclusion at Alteryx. Our ERG's include: BIPOC, Caregivers, Alter.Eco(Green), Alter.Q (LGBTQ+), Veterans and Service, and Women & Allies.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Alteryx pays the full cost of the Associate's medical, dental, and vision coverage.
Life Insurance
Life insurance is equal to 2 times an associate's annual salary.
Wellness Programs
Onsite Gym
Team workouts
Alteryx offers free In-office yoga.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 6 weeks of parental leave for the primary and secondary caretaker.
Flexible Work Schedule
Alteryx provides associates with a flexible work schedule that includes flexible start and end times.
Remote Work Program
Our remote work program allows associates to work from home as needed.
Family Medical Leave
Company sponsored family events
Alteryx sponsors family oriented events annually.
Vacation & Time Off Benefits
Generous PTO
Alteryx associates receive between 1 and 15 days per year of paid time off based on years of service.
Paid Volunteer Time
Our associates receive 20 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Associates receive 5 hours per year of paid sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Free Daily Meals
We provide free bagels on Thursdays. Employees get an office catered lunch every other Wednesday.
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Alteryx hosts virtual lunch and learn meetings for associates on a regular basis.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Cross-department program, Career mentoring, and Leadership mentoring.
Continuing Education stipend
Upon approval, we offer $5,250 annually for continuing education.
Time allotted for learning
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