Job Description
Job Overview
Sentry is seeking a Head of Global Technical Support to lead and innovate the support experience for its products. The successful candidate will oversee a global team and integrate cutting-edge AI technology to enhance customer service and support operations. This role requires a visionary leader who can manage a diverse team and ensure the delivery of expert-level support to over 100,000 customers, fostering a culture of teamwork and customer satisfaction.
Technical Requirements
Required Skills
- • technical support management
- • coding
- • analytical skills
- • communication skills
Preferred Skills
- • experience with AI in support
- • experience with ticketing systems
Experience Level
8+ years in technical support management, with at least 3 years in a leadership role
Responsibilities
- • Manage, develop, and lead Sentry’s global support team.
- • Collaborate with leadership to develop a comprehensive vision and strategy for global technical support.
- • Establish, monitor, and report on key performance indicators (KPIs).
- • Champion the voice of the customer to provide insights to product and engineering teams.
- • Identify resource needs and execute on a hiring plan.
- • Act as a point of escalation for high priority customer issues.
- • Foster a strong culture that promotes teamwork and customer delight.
Technical Environment
Languages
Tools & Technologies
Benefits & Perks
- • base salary range of $185,000 to $240,000
- • participation in employee benefit plans
- • paid time off
- • group health insurance coverage
Additional Information
- Location
- Remote with in-office days on Mondays, Tuesdays, and Thursdays
- Type
- Full-time
- Compensation
- Base salary range of $185,000 to $240,000
About Sentry
Sentry provides application performance monitoring and error tracking software for developers and software teams to identify and resolve issues quickly.
Company Size
1001-5000
Website
Categories
Application Monitoring
Error Tracking
Performance Monitoring
Software