Job description
Grow with HiveMQ as we lead IoT messaging and connectivity
We are a fast-growing tech start-up looking to add to our team of innovative and motivated people. HiveMQ is a messaging platform for reliable, secure and scalable data movement to and from connected IoT devices. Our vision is a connected world where people and companies can unleash their full potential. Our flagship product, the HiveMQ MQTT broker, is used by over 130 customers to develop new connected products, improve efficiencies, and drive down costs.
HiveMQ originated in Landshut, Germany, and has grown into a global, remote-first company. The last time we counted, we spoke 32 languages within HiveMQ. Join us as we work to contribute to the fast moving development of the IoT ecosystem and help companies enable mission critical use cases like connected cars, logistics, Industry 4.0 and connected IoT products.
HiveMQ's Vision for this role
As the Technical Support Manager, you will be reporting directly to the Head of Support. You will help to grow and mentor our global support team. With your experience in similar roles you will help implement and improve our existing processes, which are a key part in our strategy to be a premium brand and thought leader in the area of IoT messaging. With a data driven approach to your work you ensure the HiveMQ Team can continue to reach the highest levels of customer satisfaction and help our wide range of customers reach the full potential with exciting and meaningful new projects and products, helping them move data to and from the cloud and improve end customer experience.
You will...
- Functionally manage and grow a customer support team in the US that serves our customers
- Establish, maintain, and increase client satisfaction through professional, courteous, and caring service
- Help achieve company goals by working closely with internal stakeholders
- Ensure that good product and support practices are followed by the team
- Review, analyze, and evaluate various support operations. Perform advance root cause analysis and develop checklists for typical problems
- Work directly with our product team to ensure the team is kept abreast of known issues that arise from feature releases, regular deployments, or general discovery
- Responsible for weekly reporting to include team metrics, customer trends, issues or requests to the Head of Support
- Manage On-Call schedules for the team
You have...
- 5+ years of support management experience
- Experience working with internal and external stakeholders
- Lead a team providing support for mission critical on premise systems
- Strong written and verbal English communication skills
- Strong experience within a technology organization
- Experience working with Cloud providers such as AWS, Azure or GCP
- (Optional) Experience with Java programming
- (Optional) Experience with container technologies like Docker and Kubernetes
EXCERPT FROM OUR CUSTOMER LIST
https://www.hivemq.com/customers/
Informations about our job advertisements
Job advertisements of HiveMQ GmbH are always directed at female, male and various applicants, regardless of age, gender, religion, sexual identity, disability, race, ethnic origin, world view, etc. The selection of a candidate is exclusively based on qualifications. For organisational reasons, we cannot return application documents and cannot reimburse any expenses that you incur during the application process.
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