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Senior Software Support Manager



Customer Service
Posted on Thursday, January 4, 2024
About Dexterity
At Dexterity, we believe robots can positively transform the world. Our breakthrough technology frees people to do the creative, inspiring, problem-solving jobs that humans do best by enabling robots to handle repetitive and physically difficult work.
We’re starting with warehouse automation, where the need for smarter, more resilient supply chains impacts millions of lives and businesses around the world. Dexterity's full-stack robotics systems pick, move, pack, and collaborate with human-like skill, awareness, and learning capabilities. Our systems are software-driven, hardware-agnostic, and have already picked over 15 million goods in production. And did we mention we’re customer-obsessed? Every decision, large and small, is driven by one question – how can we empower our customers with robots to do more than they thought was possible?
Dexterity is one of the fastest growing companies in robotics, backed by world-class investors such as Kleiner Perkins, Lightspeed Venture Partners, and Obvious Ventures. We’re a diverse and multidisciplinary team with a culture built on passion, trust, and dedication. Come join Dexterity and help make intelligent robots a reality!
About the Role
The Senior Software Support Manager role at Dexterity is a critical position responsible for ensuring customer support from the deployment of new products in a customer facility through the lifecycle of the product in customer production. This individual will lead a team of software engineers who are assigned to tasks within software deployment and 24/7 product support. To be successful in this role the individual must have a background in software support and software development with the necessary skills to train and develop a team to improve the efficiency of support tasks. As the manager of software support this role will require interaction with the customer with the ability to provide clear communication and escalation points depending on the severity of the issue happening in the field. Additionally, this role will require interaction with the product and engineering teams to ensure that issues from the field are categorized and prioritized correctly to ensure that product improvement and feature development are understood and implemented.
The successful candidate will have a proven track record of managing multiple customers and being resilient and adaptable while navigating ambiguous tasks. In addition, this individual should be able to build strategic working relationships with customers and collaborate across multiple departments to influence all levels within an organization. Responsibilities and tasks will be centered around delivering on established OKRs and KPIs all pertaining to the customer support and product deployment needs.
Day to Day Activities
Manage a team of Software Support analysts and technicians; act as mentor and coach to team members
Provide product support to Software Support analysts / technicians
Enable support analysts to diagnose and resolve customer problems and educate users on problem resolutions in a prompt, courteous, and professional manner
Ensure customer requirements are met with consistently high quality of service
Identify the need for new software products or enhancements to existing products
Engage appropriate internal resources to resolve technical issues and update our customers on progress toward resolution
Ensure that each support issue and resolution is adequately documented
Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement
Assist in the QA process of new iterations of the software
Determine which issues require software support and redirect those that do not to the appropriate resolution team
Achieve performance goals of products in the field including but not limited to product availability, meantime between failure, meantime to recover, and product uptime.
Lead triage meetings to ensure product concerns have been prioritized correctly, communicated effectively and accountability for resolution.
Desired Skills:
5+ years of software support experience
2+ years leading software support teams
Good working knowledge of Linux and Git
Experience deploying and rolling back software products.
Strong background in use of monitoring and diagnostics tooling (Grafana, Elasticsearch or SumoLogic, New Relic/DataDog/Dynatrace)
Experience supporting enterprise HW+SW products
Kubernetes experience is not required but a plus.
Candidates must be equally comfortable dealing with executive leadership, highly technical engineers and with non-technical hourly workers.
Physical Requirements
Occasional loud work environment with temperature change due to seasons at office, warehouses and clients’/customers’ locations
Prolonged periods sitting at a desk and working on a computer.
Additional Information
Travel 50% or more to customer locations as projects demand
May be required to work a varying schedule to support customer requests as needed including nights, weekends, and holidays
Base pay is one element of our Total Rewards package which may also include comprehensive benefits and equity etc., depending on eligibility. The annual base salary range for this position is from $140,000 to $175,000. The actual base pay offered will be determined on factors such as years of relevant experience, skills, education etc. Decisions will be determined on a case-by-case basis.
Equal Opportunity Employer
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.