Pitney Bowes Director, Technical Support in Shelton, Connecticut
About the Opportunity
As a Director, 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 to the SVP Supply Chain. You will be responsible for: • Leading a global team with locations in Tel Aviv, India, Shelton and NYC • 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
• Bachelor’s degree in Computer Science or Engineering preferred. • Master’s degree in Business Management in Technology preferred. • 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
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.
Pitney Bowes is an Equal Employment Opportunity/Affirmative Action Employer that values diversity and inclusiveness in the workplace.
*W/M/Veterans/Individuals with Disabilities/LGBT are encouraged to apply.
All interested individuals must apply online. Individuals with disabilities who cannot apply via our online application should refer to the alternate application options via our Individuals with Disabilities link.
Job: *Field Service Operations
Title: Director, Technical Support
Requisition ID: 165713