As a Customer Support leader, you’ll be on the front lines of enabling our company's continued growth trajectory by providing an exceptional support experience for our customers. This role will be responsible for day to day hands on leadership of our Front Line Technical Support engineers in a fast-paced and high growth environment. Reporting to our Vice President of Customer Success, this role will help shape our support offerings and be a key contributor to our escalation and 24x7 capabilities. 

Job Responsibilities: 

• Lead our day to day incoming case volumes, ensuring timely initial response and resolution of incoming issues, escalating to our Technical Support Manager and VP Customer Success as appropriate
• Contribute to our efforts to hire, ramp and develop a team of experienced Technical Support Engineers.
• Identify and implement opportunities to improve our customer & employee experience, optimize workflows, and fiercely advocate for our customers
• Own & improve the technical support troubleshooting patterns and customer facing self-help documentation required to delight customers at scale.
• Integrate seamlessly with our sales, applications, operations and engineering teams to resolve escalated customer issues with urgency 
• Consistently deliver against global, team, and/or individual goals and SLAs/KPIs.

Required Qualifications: 

• Bachelor's degree in Computer Science or related field  
• 3+ years of experience as a technical support engineer ideally in a team lead or manager role
• A player coach, you will be extremely hands on with proven technical skills in the Wireless or Wired Networking space
• Excellent written and verbal communication skills
• Proficiency working with globally distributed teams and remote Engineering organizations, driving successful outcomes across multiple time zones
• Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment
• Dynamic nature with proven experience of being a ‘go-to’ person for colleagues and customers alike 
• Creative, resourceful, detail-oriented, and well organized
• Hungry for growth, both professionally and personally
• Experience in a rapid-scale B2B startup technical support team for a SaaS and/or hardware vendor

The salary range for this position is: $130,000 to $175,000

Compensation will be determined based on several factors including, but not limited to: skill set, years of experience and the employee’s geographic location.

Tarana provides competitive benefits to employees in this role including: Medical, dental and vision benefits, 401K match, flexible time off and stock option.   

 

Since our founding in 2009, we’ve been on a mission to accelerate the pace of bringing fast and affordable internet access — and all the benefits it provides — to the 90% of the world’s households who can’t get it. Through a decade of R&D and more than $400M of investment, we’ve created an entirely unique next-generation fixed wireless access technology, powering our first commercial platform, Gigabit 1 (G1). It delivers a game-changing advance in broadband economics in both mainstream and underserved markets, using either licensed or unlicensed spectrum. G1 started production in mid 2021 and has now been installed by over 160 service providers globally. We’re headquartered in Milpitas, California, with additional research and development in Pune, India.

G1 has been developed by an incredibly talented and pioneering core technical team. We are looking for more world-class problem solvers who can carry on our tradition of customer obsession and ground-breaking innovation. We’re well funded, growing incredibly quickly, maintaining a superb results-focused culture while we’re at it, and all grooving on the positive difference we are making for people all over the planet. If you want to help make a real difference in this world, apply now!