Manager, Technical Support Engineering

Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.

Bullhorn is a fast-paced and dynamic environment where hard work and outstanding results are rewarded and celebrated. We value those that exhibit an eagerness to learn and a strong natural desire for continuous improvement and we encourage team members to stretch themselves, acknowledge challenges and learn from them. With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from within. We believe that leaders should care deeply about the development of their employees at all levels, emphasizing emotional intelligence and accountability. Our leaders collaborate closely to ensure the success of their teams, and we work together to achieve shared goals, creating a challenging and rewarding workplace for everyone.

About the role...

As a Technical Support Engineering Manager, you will be responsible for a team that serves as the highest point of escalation for our clients in resolving the most complex technical and application-related inquiries. You will function as the leader of a crossroads group between various internal teams (engineering, development, support, professional services, sales engineering), ensuring that issues are solved efficiently and to the satisfaction of our customers. 

A typical day might include...

• Ensuring accurate ticket prioritization and queue maintenance; keep your team working the highest impact issues, and working them as efficiently as possible 

• Managing multiple escalations and re-prioritizing work as necessary to keep proper attention on most impactful issues

• Acting as an escalation owner: engaging with clients directly; organizing and driving resources internally; and guiding team through escalations with a client-focused lens 

• Coaching and training your team on problem-solving, technical skills, and root cause analysis

• Proactively managing issues and driving continuous improvement in your team

• Helping your team get “unstuck” quickly to drive timely resolution; encourage cross-functional collaboration, client-facing calls, and out-of-the-box solutions to drive down time to resolution

• Analyze inefficient trends in tickets and escalations over time; work with leadership to suggest improvements, automation opportunities, etc. 

• Aligning with cross-functional team leaders and stakeholders to identify the best possible holistic solutions for issues, be that engineering, systems changes, data changes, etc.

This job might be for you if you have...

• 3+ years of experience Coaching, growing, performance managing and leading teams 

• You empathize with clients and understand how they use Bullhorn to further their business.

• You love collaborating with your team, clients, and cross-functional partners.

• You aren’t afraid to take risks and learn from mistakes.

• You have excellent attention to detail, listening, and research skills.

• You convey confidence; you communicate clearly and effectively.

• You love to fix problems and find ways to build efficiency in our processes.

• You are highly technical and enjoy expanding your technical expertise and skills. 

• An ability to understand highly complex technical issues and communicate them to a non-technical audience

The annual base salary range for this position is $84,993 - $111,553. In addition, this role is eligible for an annual target bonus & a comprehensive benefits package.

Compensation and Transparency Statement

The posted range represents the good-faith estimate of what we expect to pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Actual pay within the range will be based on factors such as, but not limited to, experience, skills, qualifications, geographic location, internal equity, and business or organizational needs and affordability. In accordance with state and local pay transparency laws we disclose salary ranges in all job postings and provide additional information upon request.

What we offer...

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more

• Unlimited Planned Paid Time Off

• Global Mental Health Support

• On-Demand Learning & Development

• Quarterly paid volunteer days

• Lucrative Employee Referral Program (eligible for prior to your first day)

• Company-wide mentor program

Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.

We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table.  If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.