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- Tasks: Lead a team to resolve complex customer issues and enhance service delivery.
- Company: Join OneMarketData, a leader in data management for the financial services industry.
- Benefits: Competitive salary, career growth, and a dynamic work environment.
- Why this job: Make a real impact in tech while mentoring a talented team.
- Qualifications: 5+ years in technical support with strong leadership skills required.
- Other info: Collaborative culture with opportunities for innovation and improvement.
The predicted salary is between 36000 - 60000 £ per year.
OneMarketData is a leading provider of high-performance data management and analytics solutions for the financial services industry. Our flagship product, OneTick, is a comprehensive solution that helps financial institutions manage and analyze large amounts of data quickly and efficiently. This enables them to make better decisions and stay competitive. Our team consists of experts in technology, finance, and data science, all dedicated to delivering innovative solutions that meet the evolving needs of the financial markets. Join us at OneMarketData and be part of a pioneering company making a significant impact in the financial world.
We are looking for a Technical Support Manager to join our team and play a key role in growing our organization.
Key Responsibilities- Lead, mentor, and manage a team of customer service engineers, ensuring the team is well-equipped to handle complex customer issues.
- Provide coaching, training, and performance feedback to team members, helping them grow and develop their technical and customer service skills.
- Set clear team goals, track performance metrics, and ensure high productivity standards are met.
- Oversee day-to-day B2B customer support activities, including SaaS monitoring, operations, ensuring SLAs are met, SLA reporting, and customer support.
- Ensure quick and accurate resolutions of technical issues and customer inquiries.
- Handle escalated customer complaints, ensuring issues are resolved promptly and to the customer's satisfaction.
- Collaborate with other departments, such as DevOps and Product Development, to resolve customer issues and improve service delivery.
- Work closely with the engineering team to troubleshoot complex technical problems, providing guidance on solutions.
- Ensure the timely and effective resolution of customer issues by facilitating communication between technical teams and clients.
- Track and follow up on open cases to ensure all customer issues are resolved in a timely manner.
- Identify areas for improvement in the customer service process, and work with the engineering team to implement solutions.
- Develop and maintain standard operating procedures (SOPs) for customer support to ensure consistency and quality of service.
- Analyze customer feedback and performance metrics to continuously improve team efficiency and customer satisfaction.
- Provide regular reports to senior management on team performance, customer satisfaction, and trends in technical support issues.
- Use data and analytics to identify opportunities for process optimization and improved customer experience.
- Work closely with the sales team to ensure customer expectations are aligned and met.
- Liaise with DevOps, product development, and implementation teams to ensure issues are resolved quickly.
- Liaise with product development and engineering teams to communicate customer feedback and suggest product improvements or enhancements.
- Bachelor's degree in Engineering, Business, or related field, or equivalent experience in a technical support/customer service role.
- At least 5 years of experience in customer service, technical support, and SaaS B2B account management, with a proven track record of managing teams.
- Experience leading a team of engineers in a customer service or technical support environment.
- Experience with SaaS / Web-based database-oriented service architectures.
- Familiarity with project management tools and methodologies (Agile, Scrum, etc.).
- Strong leadership and team management abilities.
- Excellent problem-solving and troubleshooting skills.
- Excellent English verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
- In-depth knowledge of B2B customer service best practices and processes.
- Ability to multitask and prioritize tasks effectively in a fast-paced environment.
- Technical aptitude with an understanding of relevant tools and technologies.
- Experience with a Cloud-hosted environment (e.g. AWS, GCP, Azure).
- Advanced degree in Engineering, Business, or a related field.
- Experience in financial services such as trading, trade reporting, or trade surveillance.
- Experience in product development in a developer role.
- Experience with a modern technology stack.
- Django / PostgreSQL for low-volume transactional data.
- Web-based SaaS services hosted in several AWS regions globally.
- Apache Airflow for ETL scheduling.
- Victoria DB for metrics collection, Grafana for visualization, Selenium, AWS-native tools.
- Python 3 with proprietary libraries and automatic code generation for integration and product development.
- AI-based bot assistants.
- World-class data security engineering.
The position will require a background check, signed NDA, signed contract, and signed GDPR processor passthrough agreement (since we act as a data processor under GDPR). Salaries will be commensurate with experience, education, skillset, and local norms. Only shortlisted candidates will be contacted for an interview.
Equal Employment OpportunityAs an Equal Employment Opportunity (EEO) Employer, OneMarketData prohibits discriminatory employment actions against and treatment of its employees and applicants for employment based on actual or perceived race or color, size (including bone structure, body size, height, shape, and weight), religion or creed, alienage or citizenship status, sex (including pregnancy), national origin, age, sexual orientation, gender identity, gender expression, disability, marital status, relationship and family structure, genetic information or predisposing genetic characteristics, military status, domestic violence victim status, arrest or pre-employment conviction record, credit history, unemployment status, caregiver status, salary history, or any other characteristic protected by law.
Technical Support Manager in Belfast employer: OneMarketData
Contact Detail:
OneMarketData Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Manager in Belfast
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its products. Understand OneMarketData's offerings and think about how your skills can contribute to their success. We want to see you shine, so practice common interview questions and have your own ready to ask!
✨Tip Number 3
Showcase your problem-solving skills during interviews. As a Technical Support Manager, you’ll need to demonstrate how you tackle complex issues. Share specific examples from your past experiences where you’ve successfully resolved customer problems or improved processes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand. So go ahead, hit that apply button and let’s get the conversation started!
We think you need these skills to ace Technical Support Manager in Belfast
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical Support Manager role. Highlight your experience in customer service and technical support, especially any leadership roles you've had. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background makes you a perfect fit. Don’t forget to mention your experience with SaaS and B2B account management – we love that stuff!
Showcase Problem-Solving Skills: In your application, be sure to highlight specific examples of how you've tackled complex customer issues in the past. We’re all about problem-solving here at StudySmarter, so show us how you can bring that mindset to our team!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our awesome team!
How to prepare for a job interview at OneMarketData
✨Know Your Tech Inside Out
As a Technical Support Manager, you'll need to demonstrate your technical expertise. Brush up on the technologies mentioned in the job description, like Django, PostgreSQL, and AWS. Be ready to discuss how you've used these tools in past roles and how they can be applied to solve customer issues.
✨Showcase Your Leadership Skills
This role requires strong leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on mentoring and performance management. Think about specific situations where you resolved conflicts or improved team productivity, as these will resonate well with the interviewers.
✨Understand Customer Service Best Practices
Familiarise yourself with B2B customer service best practices, especially in a SaaS environment. Be prepared to discuss how you've handled escalated customer complaints and what processes you've implemented to improve customer satisfaction. This shows that you can not only manage a team but also enhance the overall customer experience.
✨Prepare for Cross-Functional Collaboration
Collaboration is key in this role. Think of examples where you've worked closely with other departments, like sales or product development, to resolve issues or improve services. Highlight your communication skills and how you ensure alignment between teams, as this will demonstrate your ability to work effectively in a cross-functional environment.
