Manager, Technical Support Engineering

Bullhorn is a company focused on creating an incredible customer experience with high-quality products and services. The Technical Support Engineering Manager will lead a team responsible for resolving complex technical inquiries and ensuring efficient issue resolution while collaborating with various internal teams.

Responsibilities:

• Ensuring accurate ticket prioritization and queue maintenance; keep your team working the highest impact issues, and working them as efficiently as possible
• Managing multiple escalations and re-prioritizing work as necessary to keep proper attention on most impactful issues
• Acting as an escalation owner: engaging with clients directly; organizing and driving resources internally; and guiding team through escalations with a client-focused lens
• Coaching and training your team on problem-solving, technical skills, and root cause analysis
• Proactively managing issues and driving continuous improvement in your team
• Helping your team get “unstuck” quickly to drive timely resolution; encourage cross-functional collaboration, client-facing calls, and out-of-the-box solutions to drive down time to resolution
• Analyze inefficient trends in tickets and escalations over time; work with leadership to suggest improvements, automation opportunities, etc
• Aligning with cross-functional team leaders and stakeholders to identify the best possible holistic solutions for issues, be that engineering, systems changes, data changes, etc

Requirements:

• 3+ years of experience Coaching, growing, performance managing and leading teams
• You empathize with clients and understand how they use Bullhorn to further their business
• You love collaborating with your team, clients, and cross-functional partners
• You aren't afraid to take risks and learn from mistakes
• You have excellent attention to detail, listening, and research skills
• You convey confidence; you communicate clearly and effectively
• You love to fix problems and find ways to build efficiency in our processes
• You are highly technical and enjoy expanding your technical expertise and skills
• An ability to understand highly complex technical issues and communicate them to a non-technical audience