Technical Success Manager, Teams
Company: Stack Overflow
Location: Schenectady
Posted on: April 5, 2021
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Job Description:
Preferred time zone: CST or ESTStack Overflow is the largest,
most trusted online community for developers to learn, share their
knowledge, and build their careers. More than 50 million
professional and aspiring programmers visit Stack Overflow each
month to help solve coding problems, develop new skills, and find
job opportunities.We partner with businesses to help them
understand, hire, engage, and enable the world's developers. The
products and services are focused on technical recruiting,
developer marketing, and enterprise knowledge sharing. Our
clientele includes Google, Microsoft, Bloomberg, and many other
Fortune 500 names.The Technical Success Manager (TSM) is
responsible for supporting clients' technical needs and ensuring
their successful purchase, deployment, use, and growth of the Stack
Overflow Enterprise product in partnership with Enterprise Customer
Success Managers. TSMs are responsible for post-sales technical
support for clients on the Stack Overflow Enterprise product,
assisting them in proactive and reactive ways. He/she/they should
help customers evaluate solution implementation, understand how to
utilize it, integrate it into their existing systems, and
successfully deploy and troubleshoot any issues with it.What You'll
Do* Post-sales engineering assistance to help prospects understand
the technical capabilities of the software and how it can fit into
their organization's existing systems* Handle all customer
deployments and ensure successful setup and configuration of the
system in their environment.* Assist clients with configuration and
connection to other systems such as mail servers, single-sign-on,
DNS, etc.* Investigate and resolve customer technical issues.*
Follow-up on issues by tracking their progress and ensuring their
completion in a timely manner.* Ensure technical support SLAs are
met.* Work with the product engineering team to communicate bugs or
other issues to be fixed and incorporated into future releases.*
Assist customers with upgrades.* Provide QA, Testing, and Release
Engineering support alongside SREs for new releases and updates.*
Create or update customer-facing product documentation.* Ensure
that our customers have the best possible experience with our
product and team.What You'll Need To HaveAs a Technical Service
Manager, you will be working closely with both internal and
external stakeholders, including face-to-face support via video
conferencing and/or screen shares, so people skills are a must. At
times, you may find yourself in uncharted territories, so being
comfortable taking the initiative and self-direction is a
requirement. You must also have a broad technical curiosity with
proven technical understanding and problem-solving. We like to see
a proactive approach to dealing with customers and users; we want
you to see the world through their eyes and get ahead of their
issues with fixes and improvements.* Hands-on technical
customer-facing experience in either in an IT helpdesk environment
or supporting an enterprise-level SaaS product.* Excellent
problem-solving skills. You excel at analyzing and solving
technical problems.* Familiarity with Information Technology
policies at medium to large companies. You don't need to know
compliance regimes, but you should know how to help our clients
navigate them.* Experience with Relational Databases and SQL. You
can read and write queries, and know how to read a schema.*
Experience with basic Information Technology subjects such as SMTP,
SSO, SAML, SSL, REST, Active Directory, DNS, Load Balancers, and IP
routing.* Experience with Microsoft server technologies. Azure, SQL
Server, Windows Server, etc. AWS a plus.* The ability to
communicate effectively and positively through written and spoken
English, explaining technical concepts clearly to both technical
and non-technical audiences.* Technical writing skills, such as
how-tos and product/support documentation.* On-premises system or
cloud administration skills.* Know how to read an API spec and be
able to answer questions.* Understanding of networking and firewall
configuration, and troubleshooting experience.* Strong
organizational skills. You'll be juggling multiple customers and
issues at the same time, and need to be able to stay on top of
things and maintain regular communication with both customers and
the rest of your teamNice to Have* Experience with our tech stack:
C#, IIS, MS SQL, Elasticsearch, Redis.* The ability to read and
navigate a codebase. You can take a stack trace and work your way
to understand what is happening behind the scenes.* Experience
working remotely and/or working with teams that are distributed
geographically.* Understanding of or experience with Web
Application and Architecture. Knowledge of Object-View-Controller
models and frameworks a plus.* Experience with PowerShell or other
scripting.* The ability to take a problem from the front-end
through to the debugger, possibly proposing or working out a fix
and commit.What You'll Get In Return* Competitive Base Salary* 20
days paid vacation* Generous parental leave (16 weeks at 100% pay),
family care leave, and unlimited sick days* Stock options*
Completely free health insurance (no copay, no premiums)* Gym
membership reimbursement* Employees will never be poked with a
sharp stickIf you want to work remotely---. We'll reimburse you up
to $2,000 to set up a great home office.If you want to work in our
office--- You'll be in our headquarters in New York City, and enjoy
additional benefits like free lunch every day prepared by our own
in-house chefs, transportation reimbursement, and all the espresso
you can drink.Work EnvironmentWe're a remote-friendly team. Whether
you work remotely or work out of our New York office (re-opening
September 6, 2021, and won't require employees to return to the
office for the rest of the year), you'll be part of a remote work
culture that emphasizes online communication (Slack, GitHub,
Hangouts, Zoom, Stack Overflow for Teams).Employment is conditioned
upon successful completion of a background check and upon having
the appropriate legal right to work.Diverse teams build better
products.Legally, We Need You To Know ThisStack Exchange, Inc. does
not discriminate in employment matters on the basis of race, color,
religion, gender, national origin, age, military service
eligibility, veteran status, sexual orientation, marital status,
disability, or any other protected class. We support workplace
diversity.But We Want To Add ThisWe strongly believe that diversity
of experience contributes to a broader collective perspective that
will consistently lead to a better company and better products. We
are working hard to increase the diversity of our team wherever we
can and we actively encourage everyone to consider becoming a part
of it.#LIRemote #BI-Remote
Keywords: Stack Overflow, Schenectady , Technical Success Manager, Teams, IT / Software / Systems , Schenectady, New York
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