Manager, Technical Support

OpenGov is the leader in AI and ERP solutions for local and state governments in the U S More than 2 000 cities counties state agencies school districts and special districts rely on the OpenGov Public Service Platform to operate efficiently adapt to change and strengthen the public trust Category-leading products include enterprise asset management procurement and contract management accounting and budgeting billing and revenue management permitting and licensing and transparency and open data These solutions come together in the OpenGov ERP allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync Learn about OpenGov s mission to power more effective and accountable government and the vision of high-performance government for every community at Job Summary The Manager I Technical Support will provide direct supervision and guidance to a team of technical support professionals ensuring efficient and effective resolution of customer issues The Manager I Technical Support will be part of a leadership team in the Support Center of Excellence fostering a culture of accountability collaboration and innovation in alignment with the OpenGov mission of Powering more effective and accountable government This role focuses on maintaining operational efficiency meeting established service level agreements SLAs and fostering a collaborative team environment The Manager I Technical Support will work on issues requiring analysis of data and situations that require solid judgment balancing multiple tasks and priorities The Technical Support Manager and their team will work India Standard Time IST with overlapping hours with the US team to support early and late queues and ensure smooth case handoffs In Shift refers to employees working within defined and predictable schedules aligned to customer coverage needs rather than ad-hoc extended hours Proposed shift coverage Late Shift US overlap 4 00 PM - 12 00 AM CST Translated to IST 3 30 AM to 11 30 AM Weekend shifts are also required Responsibilities Utilize new tools such as AI to support our customers effectively at scale Provide direct supervision to technical support specialists analysts and engineers ensuring adherence to established processes and procedures Manage day-to-day operations of the technical support team ensuring timely and accurate resolution of customer inquiries via phone chat web and email Act as a guide to the team providing technical guidance and support and stepping in to resolve complex issues as needed Monitor team performance against established KPIs including case resolution time customer satisfaction CSAT and SLA adherence Look for the why behind the stats to recommend adjustments where needed Utilize the service management system e g Salesforce Service Cloud for case management ensuring accurate and timely updates Implement and maintain routine operational plans ensuring alignment with functional goals and objectives Analyze data and situations to identify trends and areas for improvement in support processes Manage moderate-sized projects or team initiatives with moderate complexity balancing multiple tasks and priorities Influence team strategies and operational improvements contributing to the development and performance of team members Mentor and develop team members providing coaching and feedback to enhance their technical and customer service skills This includes technical and product training for the team and regular performance management Foster a collaborative team environment ensuring team objectives are met Conduct presentations of technical information concerning specific projects or programs to team members and peers Works on issues requiring the analysis of data and situations that require solid judgment Meets targets typically against a monthly plan Gains cooperation of others Collaborate cross-functionally with Product Engineering and Customer Success teams to escalate and resolve complex technical issues ensuring a seamless customer experience Drive initiatives to enhance self-service support automation and knowledge sharing ensuring scalability and efficiency Develop structured mentorship and career development opportunities for team members fostering a pipeline of future technical leaders Has a working knowledge of the product functionality of all suites under their purview and can fill in for team members when they are out Requirements and Preferred Experience Bachelor s degree or equivalent experience preferred 2 years of experience in a technical support role This role is based in our Pune India office and requires onsite presence for the work week Solid understanding of technical support best practices and tools Proven technical acumen in troubleshooting complex software issues and problem-solving required Proficiency with a Service Management System Salesforce Service Cloud ZenDesk Service Now etc required Aptitude for mastering new software applications and tools required Ability to analyze data and identify trends Strong problem-solving and decision-making skills Excellent communication and interpersonal skills Ability to work in a fast-paced environment and manage multiple priorities Experience with knowledge management systems is a plus Experience with CRM Ticketing systems such as Salesforce JIRA and Kanban boards is required Experience with ITIL best practices is a plus Experience with Incident Management Problem Management Change Management and Release Management Excellent organizational time-management and prioritization skills required Ability to train and mentor team members Ability to collaborate and thrive within a team environment required Ability to handle multiple competing priorities required Ability to lead and influence at all levels required Ability to handle high-pressure situations and de-escalate sensitive customer situations required Why OpenGov A Mission That Matters At OpenGov public service is personal We are passionate about our mission to power more effective and accountable government Government that operates efficiently adapts to change and strengthens public trust Some people say this is boring We think it s the core of our democracy Opportunity to Innovate The next great wave of innovation is unfolding with AI and it will impact everything-from the way we work to the way governments interact with their residents Join a trusted team with the passion technology and expertise to drive innovation and bring AI to local government We ve touched 2 000 communities so far and we re just getting started A Team of Passionate Driven People This isn t your typical 9-to-5 job we operate in a fast-paced results-driven environment where impact matters more than simply clocking in and out Our global team of 800 employees is united in our commitment to challenge the status quo OpenGov is headquartered in San Francisco and has offices in Atlanta Boston Buenos Aires Chicago Dubuque Plano and Pune A Place to Make Your Mark We pride ourselves on our performance-based culture where every employee is encouraged to jump in head-first and take action to help us improve If you have a great idea we want to hear it Excellent performance is recognized and rewarded and we love to promote from within Benefits That Work for You Enjoy an award-winning workplace with the benefits to match including Comprehensive healthcare options for individuals and families Flexible vacation policy and paid company holidays 401 k with company match USA only Paid parental leave wellness stipends and HSA contributions Professional development and growth opportunities A collaborative office environment with weekly catered lunches