Technical Support Team Leader (USA/LATAM)

| Chicago
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Position Title: Technical Support Team Leader (USA/LATAM)

Department: Success

Bringg is looking for an experienced application support team leader to inspire, mentor and lead our US-based Technical Support Team. Based in Chicago, our US Technical Support Team works closely with our customer success, solutions experts and R&D teams (as well as our Tel Aviv-based Support Team) to provide 24/7/365 assistance and resolutions for technical and product issues, while communicating and building trust and relationships with large international customers in the USA, Europe and LATAM.


Position Responsibilities:

  • Function as a senior team member, team leader, co-ordinator and point-of-escalation for one of the Bringg’s regional Helpdesk Teams.
  • Liaise closely with other Support Team Leaders and Management to ensure that the principles and processes are aligned across different Support teams.
  • Coach, mentor, support and develop personal and professional skills to get the best out of each member of your team.
  • Ensure that coverage and customer service is provided in line with Bringg’s SLAs and commitments.
  • Take an active role in our Helpdesk Team including taking shifts and handling tickets.
  • Continually evaluate and identify opportunities to improve our people and process. 
  • Monitor and improve both team and personal KPIs including assisting with periodic performance reviews.

Skills / Experience Requirements:

  • Minimum 2 years experience leading an Application Support or Technical Customer Support team.  Mentoring and coaching experience required.
  • Minimum 3 years experience working in front-line Customer Support or Helpdesk teams in a SaaS-type environment working closely with Product and Development Teams. Unfortunately, support experience in IT or Telecoms systems is not applicable for this role. 
  • Experience working with Enterprise businesses or similarly large and complex customers. International experience is desirable.  
  • Experience and a strong working knowledge of the SaaS industry/ecosystem including: APIs and API tools, PaaS, Cloud technologies, Elastic Search, logging, SSO/OAuth etc.
  • Strong basic to advanced SQL/PostgreSQL 
  • Demonstrable debugging and troubleshooting skills in APIs, server logs (Kibana/Splunk) and code. Development or QA experience an advantage.
  • Native-level English required.  Fluent French, Spanish and/or Portuguese desirable.

What are you like?

  • Strong interpersonal skills and strong written and verbal communication skills - a must!
  • Strong attention to detail and quality
  • Systematic and methodical thinking
  • Creative and intuitive thinking
  • The ability to know when to use each of the previous two skills!
  • Ability and willingness to get out of your personal comfort zone.  Can thrive in chaotic or unpredictable situations.
  • Self-teaching, self-learning, self-motivating.  We’ll help you with everything else!
  • Your own can-do attitude
  • Responsible and accountable for your own actions

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • Google AnalyticsAnalytics
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • HubspotEmail
    • SalesforceEmail
    • HubspotLead Gen

Location

180 N LaSalle , Chicago, IL 60601

An Insider's view of Bringg

What are some social events your company does?

Fostering an amazing work environment is a priority at Bringg. From our famous beach days, to cheering at a Cubs game, to our weekly happy hours. We also spread our passion for innovation at meetups & hackathons. Most importantly, our employees aren’t happy because of the perks, but rather from doing great work with an exceptional team.

Summer

HR Business Partner

How do you collaborate with other teams in the company?

I collaborate with the Success team to expand my use case knowledge and troubleshoot items. In addition, I partner with our Product team to share feedback from our customers. Although Bringg has a global workforce, this role has allowed me to work with so many colleagues regardless of where they are in the world!

Danielle

Pre- Scale Manager

How does the company support your career growth?

I joined a team of 20 people to help the business provide technical support for Bringg's clients. It was the best jumpstart to understand the product in depth. I've held a variety of roles at Bringg, and eventually had the opportunity to join the product team where I am able to define and broaden our product functionality and overall value.

Ilan

Product Manager

How do you empower your team to be more creative?

We hire people with the most potential to unleash their raw talent, giving them autonomy to do their best work. Bringg empowers everyone to own their initiatives and projects, supporting them to deliver exceptional work they can be proud of.

Tamir

SVP and GM, Global Field Operations

What projects are you most excited about?

Some customers have technologies implemented and others have only recently started with delivery. Regardless, we can genuinely transform how they operate their delivery operations. It’s exciting to solve problems for clients when they are under tremendous pressure to evolve, then watch them scale it quickly within their organization.

Michael

Technical Project Manager

What are Bringg Perks + Benefits

Bringg Benefits Overview

Fostering an amazing work environment is a priority at Bringg. Besides a competitive benefits package, we host numerous social events - from beach day to family activities and weekly happy hours. In addition, everyone at Bringg receives a gym membership at LA Fitness and our fully stocked - all organic kitchen will help you stay in top shape.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Bringg has a fully stocked kitchen with organic options.
Some Meals Provided
Happy Hours
Bringg provides a weekly happy hour.
Parking
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning

Additional Perks + Benefits

A fun team of people that work hard and play harder * Multiple team events, meetups and social activities * Fast-paced work environment * Helping global brands redefine the future of delivery logistics * Positive environment to expand your skills, develop your career, and make a difference.

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