Product & Development

Technical Support Manager

Raleigh, NC
Work Type: Full Time

About the Company:

At TopQuadrant, we make data meaningful and accessible. We help the world’s largest organizations break down data silos to empower teams to make better decisions, faster. Our flagship product, TopBraid EDG is the most practical deployment of knowledge graphs and semantic technology in the market, and allows Fortune 1000 companies to empower discovery, governance, and security of organizational data to enable the creation of the world’s most important technologies.


About the role:

TopQuadrant, Inc is seeking a Technical Support Manager to lead our Customer Service Support team. The primary responsibility for this position is to manage workflow and continual communication for customer incidents as well as provide leadership to the support team. Candidate will be tasked with fostering internal and external relationships to organize incident resolution efforts as efficiently as possible. This position will be hands-on, candidate will need to learn our software product at an expert level and be able to triage customer issues ranging from installation to how-to business questions to urgent loss of functionality issues. Must be able to effectively communicate with all roles in the company including management and software development. Previous understanding of knowledge graphs and semantic technology is an added bonus.


What you’ll be doing:


  • Provide leadership for the team to fully understand and resolve issues, concerns, and problems that result in the fast resolution of customer issues
  • Prioritize and delegate multiple high priority issues without sacrificing SLAs.  
  • Present technical concepts in a clear manner to customers via email, web conference meetings and ticketing system.
  • Communicate incident status, resolution and impact to internal and external stakeholders.
  • Educate and understand client concerns and how they relate to business objectives. 
  • Identify trends and repetitive incidents and document solutions in the external or internal FAQs, product manuals, cookbooks, videos or other knowledge bases.
  • Interface with Sales, Marketing, and Software Development team to improve product service, design, and quality.
  • Serve as subject matter expert for our software application and handle technical client support escalation cases.  
  • Mentor direct reports, provide growth opportunities, set goals and review team performance.

What we’re looking for:

  • Strong interpersonal skills and customer presence
  • Ability to work well as part of a distributed team
  • Excellent communication skills, both oral and written
  • Ability to effectively prioritize and execute tasks in a fast-paced environment
  • Bachelor’s degree in Computer Science or related fields.
  • 5-7 years of technical experience with 2+ years at the management level
  • Excellent problem solving, time management and prioritization skills, must enjoy multi-tasking.
  • Working knowledge of Change Management, Incident Management, and Problem Management. 
  • Must be able to exercise independent judgment and demonstrate a high degree of initiative.
  • Experience in implementing process improvement and doing root cause and trend analysis for support.

Bonus:

  • Experience in Linked Data, RDF and SPARQL.
  • Understanding of data governance/information management concepts


Working at TopQuadrant best exemplified by our values

  • Boldy Customer-Centric: Every decision we make boils down what is best for the customer
  • Substance over Style: Focusing on flat hierarchy, being decisive, constantly improving, and taking feedback. May the best ideas win.
  • Connections matter. A team that sticks together is unstoppable. Presume the best intent and inspire others.
  • Trust & Flexibility. We are more than any one label. Remote-first, well-compensated (competitive salary, bonus, and extended benefits) teammates get better work done, smile more, have great work-life balance and, frankly, are more fun to work with.
  • Having a “Killer app” mindset. Building technology to solve real problems. Work with your team, pick a lane, and run.

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