Pitney Bowes Manager, Product Technical Support in New York, New York

About the Opportunity

As a Manager of Product Technical Support, you will thrive on leading our rapidly expanding Product and Engineering Support team. In this role you will be instrumental in maintaining the quality of service provided to our global retail clients by providing and overseeing front line technical support, platform support and monitoring activities to ensure online storefronts continue to operate smoothly once launched. You will see opportunities where other see challenges.

Build. Deploy. Bridge. Grow.

In this role you’ll join our Global Ecommerce team in New York City and report the VP of Client Operations. You will be responsible for:

  • Develop tactics and procedures to support rapid and agile stability of the global ecommerce platform that supports 300 storefronts in the US, UK and Australia.

  • Directly report to the Operations team; provide regular reports and solutions to the executives and other technical teams on system performance, platform health, merchant integration issues, application bugs and feature requests.

  • Prepare budget, create and execute vision on a yearly basis.

  • Create roadmap for internal applications, actively design effective solutions for both technical and operational part of revenue bringing projects and utilize Support teams as a solution builder for business stakeholders.

  • Work closely with Product Management, R&D and Platform Integration teams on a regular basis to identify and build solutions and hotfixes for platform related issues/bugs

  • Lead communications/expectations to merchants at all levels to maintain positive relationships

  • Participate in problem escalation and issue prevention projects and help the teams to increase efficiency with issue handling

Qualifications

  • Bachelor’s degree in Computer Science or Engineering preferred.

  • Good to have Master’s degree in Business management in Technology.

  • 10 years’ work experience in engineering or application support in a SaaS or web company, supporting critical production environments

  • 7 years’ hands on experience working closely with R&D(large enterprise product preferred), Technical Support and Dev Ops(good understanding of network and infrastructure)

  • 5 years’ experience in managing multiple technical teams (Support/QA/R&D preferred) preferably in an ecommerce company

  • Hands on on-call experience as a subject matter expert

The Team

Pitney Bowes Global Ecommerce provides a comprehensive range of global ecommerce and cross-border shipping solutions that help U.S. and U.K. retailers and online marketplaces reach consumers around the world. Recently, Pitney Bowes acquired Borderfree, a market leader in global ecommerce solutions. This move accelerates our strategic vision to grow our company through expansion of our digital commerce businesses.

Job: Field Service Operations

Title: Manager, Product Technical Support

Location: NY-New York

Requisition ID: 166906