LaunchDarkly Hiring for Technical Support Manager Job at Sydney Full Time

About the job:
LaunchDarkly is looking for a Technical Support Manager to lead our Australia support team. You will report to our Head of Support. This team is dedicated to providing outstanding support for the LaunchDarkly product- from code-level questions on over 25 different SDKs, to product-focused questions covering everything from account configuration to best practices for feature flagging.
LaunchDarkly is a growing software company with a bold mission carried out by a diverse team of employees, and we’re looking for someone like you to help us continue to grow. We provide a great compensation package including equity and benefits (including medical, dental, and vision), work flexibility (remote-friendly), and excellent salaries.
We believe every software team can benefit from using flags and improved feature management practices, and we want your help making that vision reality. So if you’re curious and excited about improving the lives and work of software developers around the world, this role will be a great fit!
What you’ll do:

• Help make LaunchDarkly Support a place people want to be

• Provide visibility into the daily operations of the support team, including reporting team metrics (for example: first reply time, customer satisfaction).

• Ensure that our team continues to grow through training and feedback

• Provide and assist with career paths for support team members.

• Create and evolve processes for the support team

• Work with the Support Leadership Team to develop projects and plans to promote future growth.

• Respond to escalation requests for cases which require a higher level of service, working across teams to ensure positive outcomes for customers.

Who you are:

• 2+ years leading teams, especially those in enterprise support

• You have worked alongside several teams, and you have leadership experience managing a small team

• You have worked with the developer audience

About LaunchDarkly:
LaunchDarkly is a Feature Management Platform that serves hundreds of billions of feature flags daily to help software teams build better software, faster. Feature flagging is an industry standard methodology of wrapping a new or risky section of code or infrastructure change with a flag. Each flag can easily be turned off independent of code deployment (aka “dark launching”). LaunchDarkly has SDKs for all major web and mobile platforms. We are building a diverse team so that we can offer robust products and services. Our team culture is dynamic, friendly, and supportive. Our headquarters are in Oakland.
At LaunchDarkly, we believe in the power of teams. We’re building a team that is humble, open, collaborative, respectful and kind. 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, gender identity, sexual orientation, age, marital status, veteran status, or disability status.
Don’t let the confidence gap get in the way of applying! We’d love to hear from you.
We’ve partnered with KeyValues to help demonstrate the amazing culture we’ve built here at LaunchDarkly, find more info at https://www.keyvalues.com/launchdarkly. LaunchDarkly is also committed to giving back to our community by donating 1% of annual revenue to local charities and organizations. You can find more about the LaunchDarkly Foundation and the organizations we serve at https://launchdarkly.com/foundation/.
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Job Type: Full-time