<h3>💡 Who We Are</h3><p>Hi there! We’re Carbyne, and every day, we’re on a mission to revolutionize public safety. As the global leader in emergency collaboration technology, we’re building a cutting-edge platform that helps save lives—think live video streaming, real-time chat, and precise location tracking. </p><p>Our tools empower emergency teams to respond faster and smarter! With partnerships with tech giants like Amazon, Axon, and AT&amp;T, we’re innovating life-saving solutions for over 400 million people worldwide </p><p>Are you ready to make a difference with us? Let’s do this! </p><p></p><h3>🚀 About the Role</h3><p>Carbyne is looking for a bright, passionate, and talented Technical Support Manager to support our customers and worldwide teams in the use of Carbynes platform and to ensure ongoing success with our rapidly growing company.</p><p>The Technical Support Manager (Tier-2) is a critical component of Carbynes Technical Support team, providing advanced support and leadership within our Tier-2 technical support team. This role involves directly engaging with complex customer issues, overseeing Tier-2 support operations, and collaborating with cross-functional teams (especially R&amp;D and Product) to drive strategies and improvements to the overall technical flow, constantly increasing our customer satisfaction levels and experiences.</p><p></p><h3><strong>🎯 Here’s What You’ll Be Doing</strong></h3><ul><li>Manage the Tier-2 technical support team, ensuring high-quality support for complex and escalated customer issues.</li><li>Develop and implement advanced troubleshooting procedures to address and resolve high-level technical problems within Carbynes platform, ensuring adherence to strict SLAs.</li><li>Work closely with Engineering, QA, and Product teams to prioritize bug fixes and feature requests based on customer impact and feedback.</li><li>Foster a culture of continuous improvement by leading the evaluation and optimization of support processes and tools for scalability and efficiency.</li><li>Drive the development and maintenance of a comprehensive knowledge base and documentation for customers and internal stakeholders.</li><li>Mentor and train Tier-2 support engineers, enhancing their technical skills and product knowledge.</li><li>Collaborate with Customer Success and Sales teams to ensure a seamless customer experience and contribute to customer retention and satisfaction strategies.</li><li>Participate in cross-functional teams to translate customer feedback into actionable insights for product development.</li></ul><p></p><h3>🔑 What You Bring</h3><p>To shine in this role, you’ll need:</p><ul><li>Minimum of 5 years in Technical Support/Network Engineering roles, with at least 2 years in a leadership or management capacity within a SaaS or global tech company.</li><li>Strong proficiency in Jira, Zendesk, monday.com, and similar platforms, with a focus on escalated support scenarios.</li><li>Advanced knowledge of monitoring and network troubleshooting tools (e.g., Datadog, Rollbar, CloudWatch, OpsGenie or similar).</li><li>Expertise in network protocols (SNMP, Syslog), IP technologies, cloud platforms (especially in AWS), and database management (SQL).</li><li>Demonstrated leadership skills with the ability to manage, mentor, and develop a team of technical support engineers.</li><li>Excellent problem-solving skills, with a track record of managing complex technical issues and driving resolutions.</li><li>Strong communication skills, capable of translating technical details into clear, customer-friendly language.</li><li>A proactive and innovative approach to process improvement, with a commitment to enhancing customer support experiences.</li><li>Flexibility to work outside standard hours when necessary and willingness to travel up to 15%.</li></ul><p></p><p>Bonus Points: </p><ul><li>Experience in advanced cloud services.</li><li>In-depth knowledge with VoIP, SQL databases, and scripting languages.</li><li>Background in user testing/QA flows</li><li>Demonstrating Customer Success Strategies.</li></ul><p></p><p><em>Feeling unsure because you don’t check every box? Don’t worry, we’ve been there too. At Carbyne, we value passion, potential, and a willingness to learn. If this role excites you and aligns with your career goals, we encourage you to take a chance and apply! You might be exactly who we’re looking for!</em></p><p></p>