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Manager, Technical Support | Technical Support in Technology Job at Trulioo in Vancouver BC | 58551

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Manager, Technical Support

Vancouver, BC

About Us Join an established, scaling and award-winning team at Trulioo (Truly-you)! Recognized as a “CNBC Disruptor 50 Company”, named by BC Tech Association as “Emerging Company of the Year” and KNOW Identity’s “Industry innovator of the Year!” We are a Silicon Valley-funded tech company solving the problems of trust and safety on-line. To realize that goal we’ve built the world’s leading identity verification platform, enabling instant verification of 5 billion people and 330 million businesses in more than 100 countries through a single API. Hundreds of businesses worldwide depend on Trulioo GlobalGateway to help streamline and scale their customer onboarding, fraud prevention, and compliance operations across the world. With offices in Vancouver, San Francisco, and Dublin, we’ve fostered a world-class team committed to building trust on-line. Our competitive advantage is, and always will be, our people. Job summary: Reporting to the Director of Customer Success, the Manager - Technical Support will oversee all day-to-day operations of Trulioo’s ms word-class and growing team of Customer Background Agents and Implementation Specialists. This department is responsible for ensuring Trulioo customers derive max value from our service through integration to our API, daily use of our web portal and troubleshooting and resolving technical issues as they arise. We are looking for someone with an entrepreneurial spirit that has strong previous background leading teams who support B2B SaaS systems in a compliance environment. Primary Duties and Responsibilities: Oversee and coordinate all technical support team activities and deliverables, including technical pre-sales, implementation, customer onboarding, and ongoing API integration projects for Enterprise and VIP customers Support and mentor teammates with coaching, training, and professional development Determine, analyze, and evaluate performance metrics to drive process and strategy improvements Manage Trulioo Lead and execute technical support initiatives around Trulioo products and services with exceptional attention to detail and adherence to our SLAs Develop domain expert knowledge of Trulioo’s GlobalGateway platform and all associated products Act as the internal champion for SMB, Enterprise, and Strategic clients to help solve problems, provide feedback to Product Management, DevOps, and Technology Key/Computer skills Excellent leadership and people management capabilities in a technically challenging environment Strong business, operational and technical aptitude around customer implementation and onboarding Maintaining Trulioo’s customer-centric philosophy across all aspects of the team Requirements Post-Secondary Degree or combination of desired background and education Must have a min of 3yrs background in a management role Min of 5 yrs’ background in a customer-facing support role or in a technical environment supporting a SaaS B2B platform Must have background implementing, configuring and supporting customer use of APIs Available to work adjustable hours/shift, including on-call during evenings, weekend and statutory holidays Highly proactive, detail-oriented and results-driven Expertise to create support background that customers will love, even in challenging circumstances and under time constraints Expertise to think critically, troubleshoot proactively and solve complex problems Expertise to excel in a data-driven, metrics-oriented environment Expertise to operate independently and in a team environment including supporting projects with remote employees in other offices Outstanding written and oral communication abilities Written and verbal English proficiency Bonus Points Background managing support for a platform that provides a critical service in a Compliance environment for customers in the Finance, Fintech, and Payments sector Exposure to web and mobile application development Background working with SQL, XML, and JSON Background analyzing complex data in Microsoft excel Background managing documentation and projects in Atlassian (Confluence & JIRA) Working at Trulioo A great place to work! Trulioo offers a fast-paced, dynamic and inclusive working environment where each employee has an impact. You will be challenged to develop, achieve and grow as part of a hyper-growth company. At Trulioo, we offer you the opportunity to make a difference and help create a better world by revolutionizing how technology, trust and identity intersect on-line. We are on a mission to make sure no 1 is left behind and everyone has the opportunity to participate fully in the modern digital economy. Because we believe everyone is someone. Of course there are a few perks you’ll love! We offer free snacks, unlimited coffee and catered lunches twice a week! We host various sports and wellness activities, social events, birthday celebrations, lunch and learns, and encourage friendly, but often competitive, games of ping-pong and foosball. Our downtown Vancouver office has spectacular waterfront views and some of the city’s best restaurants. We are conveniently located within walking distance of transit, and employees have access to gym facilities and free bike lockers. Trulioo offers aggressive compensation, extended health and dental benefits with Canada Life, and 3 weeks of vacation and 5 sick days per year on joining. Learning opportunities include our Education, Training & Certification Policy and professional development programs. We value our employees and have created a flexible and friendly working atmosphere where everyone can succeed and grow with the company! We are team driven, collaborative and accountable to 1 another. Trulioo is a growing company and while we thank everyone in advance for considering us, only those who are being considered will be contacted. For this position, you need to be legally authorized to work in Canada. We collect your full name, email address, phone number, and home address for the purpose of reviewing your application and establishing a possible employment relationship with you. 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May 23 on The Resumator
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Manager, Technical Support is a Technology Technical Support Job at Trulioo located in Vancouver BC. Find other listings like Manager, Technical Support by searching Oodle for Technology Technical Support Jobs.