Manager, Customer Support Engineering, Data & Analytics

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Job description

We are looking for a Manager, Customer Support Engineering to lead our Data & Analytics support team. This is an opportunity to lead some of our exceptional team members and be a key driver to Clear Capital's efforts to enable innovative, fintech solutions. The team works in a fast paced environment on key customer accounts to support an explosive growth portfolio of digital, real estate valuation products and services. Your experience will help build and enhance the customer support engineering team by providing leadership, technical guidance, process improvement, performance management, and daily motivation.

The Data & Analytics support role focuses on a variety of data and analytics products in our portfolio. This includes our valuation appraisal products - ClearAVM, AVM Reselling, and AVM Cascade; our proprietary enterprise order management system(s) , current and new. As well as a variety of similar products in production or new release. Team members become expert users of these platforms, working closely with product, engineering, and DevOps teams to ensure effective support and customer delight. Some of the tasks the team will work on include: order monitoring, resolving system processing errors, custom reporting, data integrity issues, bill rate adjustments, system support and credential management.

Who We Are Looking For

Qualified candidates must demonstrate technical understanding and strong expertise in leading customer support teams. You should have previous troubleshooting experience coupled with seasoned and intuitive reasoning. You take pride in being and enabling self-starters, possessing exceptional written and verbal communication skills, and demonstrating a strong desire to work with a variety of software platforms, tools, and processes. You will lead initiatives requiring collaboration with developers to refine, build, test, and release procedures across the organization. You will enable new systems, tools, and processes necessary to innovate and scale the team. You will attract, hire, and retain a capable team of support engineers, able to deliver timely technical resolution coupled with an outstanding customer experience.

What you will work on

• Leading teams to support the provision of digital real estate valuation services to a range of clients from small-to-medium up to large, enterprise financial clients
• Provide leadership and direction to resolve escalations related to product quality issues, data integrity issues, or other relevant issues, ensuring timely and high-quality solution delivery
• Work directly with internal teams to ensure customer issues are resolved as expediently as possible
• Work with management peers and leadership to define OKRs and KPIs for customer support success
• Work closely with our customer success teams and our customers directly to enable innovation in workflow management and execution
• Effectively manage the daily workload and relationships necessary to ensure exceptional performance and resulting customer experience
• Collaborate with stakeholders, including product and engineering teams, to understand and enhance current workflows by identifying pain points, risks, and points of failure
• Create project and implementation plans for proposed solutions to improve workflow processes and service delivery
• Help build and shape the future strategy of the Data & Analytics Support team
• Availability outside of regular business hours to manage critical issues

Experience Required

• 3+ years of technical support management experience, start-up experience is a plus
• Undergraduate degree in CS, MIS, EE, IE, or closely related field
• Graduate degree preferred
• Ability to successfully interface and build strong working relationships with internal and external stakeholders, cross-functional teams, and C level executives with complex support needs
• Technical knowledge and experience with Linux, AWS, SQL (postgreSQL preferred)
• Demonstrated expertise enabling timely problem resolution in XaaS environments
• Experience using various monitoring and analytics tools, including expertise using QuickSight or the ability to learn quickly
• Knowledge of XML and JSON with understanding of relational databases, internal DB structures, ETL, API Testing (Postman)
• Knowledge of XML Viewer, DBVisualizer, and other troubleshooting tools
• Background and experience in using software programs and tools in a support environment
• Technical ability to understand Clear Capital's detailed products
• Passion for customers with demonstrated ability to deliver customer delight
• Able to multitask and be responsive to support customer and internal team needs with a sense of urgency
• Strong understanding and mindset for continuous improvement and delivery
• Excellent interpersonal, written and oral communication skills
• Passion for solving dynamic challenges with a strong sense of ownership and drive

What You Can Expect

• Competitive compensation and immediate contribution!
• Inclusive benefits package offerings 401k plans and customizable benefits including dental, vision, medical, etc. for you and your dependents.
• An innovative culture that understands the importance of quality of work over quantity.
• Company supported and employee-driven ambassador groups that promote diversity, working on a hybrid schedule and philanthropy.
• Learning and development programs to help advance your career and personal growth.

What We Value

• Wherever it leads, Whatever it takes! We believe in making the impossible possible!
• Thrive personally, grow professionally-be happy!
• Innovate, learn, lead- Knowledge and growth is never ending!
• We believe in hiring nice people because anything is possible when you have the team's support.
• Improving the lives around us- A smile could change the entire world.
• Be the most trusted, respected, and loved real estate valuation company in the world.

About Us

Clear Capital is a national real estate valuation technology company with a simple purpose: build confidence in real estate decisions to strengthen communities and improve lives. Our goal is to provide customers with a complete understanding of every U.S. property through our field valuation services and analytics tools, and improve their workflows with our platform technologies. Our commitment to excellence - wherever it leads, whatever it takes® - is embodied by more than 1,300 team members across four brands (Clear Capital, Clario, CubiCasa, and REO Network) and has remained steadfast since our first order in 2001.

Clear Capital is an equal opportunity employer.

To all recruitment agencies: Clear Capital does not accept agency resumes. Please do not forward resumes to our jobs alias, Clear Capital employees, or any other company location. Clear Capital is not responsible for any fees related to unsolicited resumes.