Experienced Senior Manager Self Service Engineering and Customer Support Specialist – Full Stack Software Development and IT Service Management

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional customer experiences through innovative technology solutions and outstanding customer support. As a leading player in the private industry, we are committed to fostering a culture of excellence, integrity, and fun. Our team is dedicated to making a positive impact on the lives of our customers, and we are looking for talented individuals to join our journey. If you are a motivated and skilled professional with a passion for customer support and software development, we invite you to explore this exciting opportunity to join our team as a Senior Manager Self Service Engineering and Customer Support Specialist.

Job Overview

In this critical role, you will be responsible for leading and managing a team of engineers and customer support specialists to deliver high-quality software solutions and exceptional customer experiences. You will be the driving force behind the development and implementation of our self-service engineering and customer support strategies, working closely with cross-functional teams to ensure alignment and excellence. Your expertise in software development, IT service management, and customer support will be essential in driving our business forward and achieving our goals.

Key Responsibilities

• Manage a portfolio of products from conception to retirement, ensuring timely and within-budget delivery of high-quality software solutions
• Lead and mentor a team of engineers and customer support specialists, fostering a culture of excellence, innovation, and continuous improvement
• Collaborate with product management and marketing teams to develop and implement product vision and roadmap
• Develop and maintain technology guides for products in your area of responsibility, ensuring security, reliability, and scalability
• Drive the development of policies, standards, and guidelines for building and supporting IT products
• Establish structures, plan and integration designs, and guide software development performed by team members
• Responsible for creating, maintaining, and reporting a financial and resource plan for your area of responsibility
• Act as the escalation point for operational support to assigned portfolio applications with 24/7 availability
• Manage production and non-production environments through change control management
• Ensure work practices are in accordance with all audit, security, and regulatory requirements
• Partner with other engineering managers to ensure alignment and drive efficiencies
• Play a critical role in driving and mentoring direct team as well as indirect team members to support the commitment, growth, and improvement of innovation plan for the IT department

Essential Qualifications

• Bachelor's degree in a related discipline; or demonstrated ability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of prior relevant experience
• Proficient in Java, AngularJS, and NodeJS
• Working knowledge of cloud computing: Azure, GCP, or AWS
• Available for moderate overnight travel (up to 35%)
• Must be in possession of valid travel documents with the ability to travel throughout the US
• Able to work flexible hours and be available for emergency response on short notice
• Must pass a pre-employment drug test
• Must be legally qualified to work in the country in which the position is located
• Authorization to work in the US is required; this position is not eligible for visa sponsorship

Preferred Qualifications

• Experience managing a budget
• Experience managing a full project or drive, including presenting recommendations to senior leadership
• Comprehensive knowledge of business capability and thorough understanding of business operations, objectives, and strategies
• Familiarity with blithequark's IT disciplines and interdependencies and how their needs drive IT strategy

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Senior Manager Self Service Engineering and Customer Support Specialist, you will have access to a range of training and development opportunities, including mentorship programs, leadership development initiatives, and technical training. You will also have the opportunity to work on complex and challenging projects, collaborating with cross-functional teams to drive innovation and excellence.

Work Environment and Company Culture

Our work environment is dynamic, fast-paced, and collaborative. We foster a culture of openness, transparency, and respect, where everyone is encouraged to contribute and share their ideas. We believe in recognizing and rewarding outstanding performance, and we offer a range of benefits and perks to support the well-being and happiness of our team members. From flexible working hours to professional development opportunities, we are committed to creating a work environment that is engaging, challenging, and fun.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including a range of perks and benefits to support the well-being and happiness of our team members. From health insurance to retirement plans, we are committed to providing a comprehensive and supportive benefits package. As a Senior Manager Self Service Engineering and Customer Support Specialist, you can expect a salary of $25 per hour, with opportunities for growth and development as you progress in your career.

Conclusion

If you are a motivated and skilled professional with a passion for customer support and software development, we invite you to apply for this exciting opportunity to join our team as a Senior Manager Self Service Engineering and Customer Support Specialist. At blithequark, we are committed to delivering exceptional customer experiences through innovative technology solutions and outstanding customer support. We believe that our team members are our greatest asset, and we are looking for talented individuals to join our journey. Apply now to take the first step towards an exciting and rewarding career with blithequark.