Technical Support Team Manager

Job description

About JetRails

JetRails is a hosted infrastructure provider for mission-critical web applications. Our clients run multi-million dollar e-commerce stores and cutting edge web apps. It’s our job to keep them online. With hundreds of millions of dollars on the line, we take our job very seriously. We live and breathe speed, security, scalability, and strategy for web infrastructure. Oh, and we’re serious about having fun! We learned long ago that without that magic ingredient, work feels too much like… work.

Cutting edge infrastructure is never boring. While relentlessly pursuing 100% uptime, we learn, earn, work with smart and motivated teammates, and generally have a great time. All this in a relaxed easy going culture, lacking office politics with a laser focus on customer happiness.

We’re a motley crew of tech geeks, gamers, and fun-lovers. We’ve been around since 2000, when we started life as eBoundHost offering shared, dedicated and virtual hosting services. We’ve been a stable, profitable and growing company since the beginning.


About You
You’re excited by the idea of a meaningful role with a company that values and retains its talented teammates (you guessed it, that’s us!). You insist on a work environment that’s fun and dynamic, where your coworkers respect and value each other. You have opinions on how to make things better, and want to be heard and encouraged. You don’t sit around waiting to be told what to do - instead, you figure out where you can add value and start pitching in.


About The Position

JetRails is looking for a Support Team Manager to champion the front line Support Team, to continuously develop the team by training, lead by example, coach and inspire, hire and promote, and ensure continued success for our end users. 


Because of the nature of this role we are looking for someone with the appropriate technical background and managerial skill set.  You are expected to lead by example and have the ability to tackle technical issues and serve as an escalation point if necessary.  Your job is to ensure that your team is trained and robust so your time is not spent on personally troubleshooting technical issues.


Responsibilities

  • Manage a technical support team servicing Linux-based hosting environments
    • Shared, Virtual Private (VPS), and Dedicated Servers
    • Data center environment deployments
    • AWS and Digital Ocean public cloud deployments
  • Recruit, hire, promote, train, mentor, and develop the Support Team members
  • Monitor all aspects of customer interactions to ensure an excellent user experience
  • Mentor and coach team members in technical and other aspects to enhance professionalism
  • Build and maintain internal and customer-facing Knowledge Base documentation
  • Work with the company's technology steering committee to ensure excellence in hosting
  • Maintain a culture of transparency, honesty, and learning
  • Provide the kind of high-quality service that you can recommend to friends and family

Job requirements

Required Skills

  • Deep Understanding of GNU/Linux hosting platforms including Virtualization and Networking
  • Extra credit if experienced in maintaining SLA in public cloud such as AWS and Digital Ocean
  • Experience building tools with scripting languages such as Python, Bash, PHP
  • 5-10+ year experience in customer support/service
  • Experience successfully managing teams
  • Demonstration of independent thinking and decision-making abilities
  • Ability to multi-task and adapt to changes quickly
  • Ability to prioritize work and work within a project management system
  • Self-motivated with an ability to work in a fast paced environment
  • Positive personality

Benefits of working at JetRails

  • Competitive salary
  • Retirement 401k plan matching
  • Health and Dental Insurance
  • Tremendous growth potential
  • Working alongside and learning from the best people in the industry
  • Technical hands-on experience
  • Relaxed, and focused atmosphere