Support Operations Lead - Remote

Company: Squiz
Location: Portland
Posted on: January 16, 2022

Job Description:

We celebrate diversity and unite on the elements of our company DNA, starting every customer conversation with "why?" to understand their needs, working hard to find a way to overcome every challenge, and fighting for better outcomes with the work we do; all while checking our egos at the door, not taking ourselves too seriously and having fun along the way!

We're Remote! This role is open to all candidates in the USA.

Who we are:

Squiz has helped organizations improve the services they offer online and, in turn, the lives of the people that matter to them; building portals for students, websites for citizens, intranets for employees, and much more.

Headquartered in Australia, with 370 staff members scattered across our international offices in the USA, United Kingdom, Poland and New Zealand. Here in the US, we're currently a remote team of 24 people all around the country with lots of room for growth within the next few months.

Right now, we are in the midst of a very important and exciting point in our journey as we transform our business into a SaaS Digital Experience Platform product organization, putting the power of the products we've used to deliver amazing experiences into the hands of our customers.

We're looking for people like you, who want to be a part of this journey of reinvention as we build an amazing Global SaaS product business, with the experience and enthusiasm to use amazing technology in new and creative ways.

Requirements

Who you would be working with:

Working within the Squiz Customer Care Team you will be liaising across both customer and internal key stakeholders. This includes Account Management, Hosting and Development teams to ensure delivery of best in class services. You will also be working closely with our Technical Support Engineers who are responsible for the monitoring and uptime of our platforms, as well as our Service Experience Management team who act as the voice of the customer for our strategic clients.

Who you are: Squiz is for everyone. We're an equal opportunity employer who celebrates and embraces diversity. If you're smart and good at what you do, come as you are.

Whether you are a Mid-Level or Senior Operational Lead, we're open to your background and diverse technical skills. Here's what would be nice to have:

• 3-5 years Technical Support experience in a Linux Command Line
• Experienced Operational Leader
• Clear and effective communication and written skills
• Build strong customer relationships and is customer-centric in approach to delivery
• Is outcome focused in delivering results
• Demonstrates ownership and accountability
• Experience managing Ticket management systems and ITIL Methodology
• Wide ranging knowledge of Internet facing applications and how they can be deployed
• Understanding of the following technologies is beneficial:
  • Knowledge of AWS
  • Knowledged of Content Distribution network (CDN)
  • HTTP/S Protocol (incl: SSL certificate management)
  • Linux (CentOS 7/8)
  • PostgreSQL
  • Nginx (OpenResty)
  • PHP-FPM
  • Redis
  • Puppet
  • Ansible
  • Web Services
    What you would do:
    
    • Ensure all customer care operations are managed in an efficient and effective manner
    • Act as a customer advocate under all circumstances
    • Represent the Customer Care Division within the US and be responsible to implement its strategy
    • Be responsible for overseeing the daily technical operations while ensuring overall efficiency
    • Lead our US Support Team & provide guidance & solutions in times of emergencies
    • Provide high-level technical support for customers via our ticketing system within agreed parameters
    • Provide advice & support to staff on how to manage customers
    • Ensure all incidents are responded to with customer SLA agreements
      
      Benefits
      
      Why work for Squiz?
      
      You'll work with some of the most intelligent and down to earth people you'll ever meet: we are made up of a diverse range of passionate people who love challenging the status quo. Every day is different, but what is constant is we enjoy what we do.
      
      Squiz has a flexible working policy: We encourage our teams to embrace flexibility in how their team members manage where and how they work. We want you to be able to work in a way that drives productivity, efficiency and outcomes; along with connection and collaboration.
      
      What are the other benefits we hear you ask? Well we may not have everything---yet---.we do offer:
      • Squiz Flex - Have flexibility as to where and how you work every day.
        • But if you prefer to work from a co-working space, we have offices in NYC and Seattle in which you can work out of
        • 30 Days Paid Time Off + Federal Holidays
          • We also observe Indigenous Peoples' Day and Native American Heritage Day
          • Company Shutdown between Christmas Day and New Year's Day
          • Health Insurance - Eligibility from day 1
          • Open Door Policy - No need to worry about chain of command here at Squiz
          • Annual Health & Wellbeing / Home Office Allowance
          • Hardware Included
          • Meditation Monday's & Fitness Friday's
          • Excellent Career Development Opportunities
            
            Salary $90,000 - $105,000 (based on state and experience)
            
            Interested?

Keywords: Squiz, Portland , Support Operations Lead - Remote, Other , Portland, Oregon