iManage Hiring for Technical Support Manager at Sydney, New South Wales, Australia Full Time

Being a Technical Support Manager at iManage means

You are passionate about problem-solving and taking ownership to deliver great outcomes. You will be leading a team of Support Engineers to help analyse and resolve some of the complex challenges our clients are facing across our iManage products in the Cloud and on-premises. You will play a key part on our Support leadership team as we continue to expand into the APAC region.

You will utilize your experience of leading and mentoring a team, as well as be a part of the day-to-day and assisting the team on complex escalations. You will work across many of our internal teams and play a pivotal role in the success of our customers.

Hear from our Global Director of Cloud Support, John Conrad: “This is an exciting opportunity to be a part of a new team in the APAC region. We’re continuing to expand what we do within the region to enable additional cloud support offerings. This will be an incredible growth opportunity for someone to lead a team to success and be able to #MakeItMeanSomething on a global Support team.”

iM Responsible For

• Leading and mentoring a team of Support Engineers with transparent leadership to ensure service levels, support quality, and client satisfaction are met
• Participating in client-facing calls to help in communicating progress updates, action plans, and resolution details. Helping to assist your team in setting expectations across customer priorities
• Partnering with your global peers (Site Reliability Engineers/our Customer Success and Cloud Operations teams) to align strategies and working withing the broader Support ecosystem to help improve and meet organizational goals
• Analysing, diagnosing, and resolving software and configuration issues in complex multi-tiered application environments
• Developing and maintaining a deep technical knowledge of our iManage product suite
• Effectively collaborating with customer engineers and system integrators to support complex system deployment projects in the Cloud and on-premises
• Maintaining a deep technical knowledge of Microsoft Windows Servers, networking, relational databases, mobile smart devices, Microsoft desktop software, and web technologies
• Advocating for customers and defining ways to continually add value to the customer experience
• Having a strong sense for what it takes to continually scale our team
• Building relationships with our delivery partners and working through break/fix issues, migration and customer onboarding escalations
• Delivery of support through our KPIs and contributing to broader company OKRs around the responsiveness of our support team and the case management of our support engineers

iM Breaking it Down

• 25% of my time toward customer escalations and partner relationship management
• 50% of my time mentoring and defining coaching plans for my team members
• 25% of my time toward improvement of our team and cross-functionally within our broader company initiatives

iM Qualified Because I Have

• Bachelor’s or Master’s degree in related field
• 3 – 5 years of experience in a technical support setting, ideally within a fast-paced SaaS environment with a high degree of critical thinking and problem solving
• Experience in being a technical people leader (whether coming from a support/implementation/development team) that has been involved in building networks and developing talent. Ability to recruit and build successful teams
• Experience managing and/or mentoring others within a team setting and experience in providing feedback to individual contributors
• Responsibility and accountability for managing complex escalations
• Strong communication skills with an ability to lead C-suite conversations around technical matters
• Exposure to working within a global team with an ability to present your ideas to the wider iManage community
• Data driven decision-making
• Experience with data analysis tools: PowerBI/Splunk/Kabana (or and other cloud/ing tools) – be able to understand scope of cloud problems

Bonus Points if I Have

• Experience building a Technical Support team
• Knowledge of the legal tech space

iM Getting To

• Join a supportive, experienced team with an inclusive, encouraging, and vibrant culture.
• Have flexible work hours that allow me to balance my ‘me time’ with my work commitments.
• Collaborate in a modern open plan workspace, with a gaming area, free snacks, drinks and regular social events.
• Focus on impactful work, solving complex, real challenges utilizing the latest technologies and protocols.
• Own my career path with our internal development framework. Ask us more about this!
• Learn new skills and earn certifications with access to unlimited courses in LinkedIn Learning.
• Join an innovative, industry leading SaaS company that is continuing to grow & scale!

iManage Is Supporting Me By

• Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.
• Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.
• Rewarding me with an annual performance-based bonus.
• Offering comprehensive Health/Vision/Dental/Life Insurance, and a Retirement Savings Plan
• Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
• Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.
• Caring for my mental health and well-being with multiple company wellness days and free access to the Healthy Minds app for mindfulness, meditation and more.

About iManage

iManage combines artificial intelligence with content and email management to free, secure, and understand information. Over 3000 companies and 1 million users worldwide rely on our market-leading software to share and protect their most valuable data. Our work is not always easy but it is ambitious and rewarding.

So we’re looking for people who love a challenge. People who are happiest when they’re solving problems and collaborating with the industry’s best and brightest. In exchange, we’ll make sure the work you do here is worth doing. That’s the iManage way. It’s how we do things that might appear impossible. How we develop our employees’ strengths and unlock their potential. It’s how we find meaning in everything we do.

Whoever you are, whatever you do, however you work. Make it mean something at iManage.

Learn more at: www.imanage.com

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