OneMarketData · 4 months ago
Technical Support Manager
United States
Full-time
Remote
Senior Level, Lead/Staff, Director/Executive
5+ years expOneMarketData is a leading provider of high-performance data management and analytics solutions for the financial services industry. They are seeking a Technical Support Manager to lead and mentor a team of customer service engineers while overseeing B2B customer support activities and ensuring high productivity standards are met.
AnalyticsData ManagementInformation ServicesInformation TechnologySoftware
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
Ensuring 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
Qualification
Required
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
Preferred
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
Company
OneMarketData
OneMarketData is an IT company that provides data management solution for quantitative research, surveillance and back-testing.
201-500 employees
H1B Sponsorship
OneMarketData has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2020 (3)
Funding
Current Stage
Growth StageTotal Funding
unknown2025-09-15Acquired
Leadership Team
Victoria Zolotarev
CFO
Recent News
2025-09-17
citybiz
2025-09-15
Finextra Research
2024-02-16
Company data provided by crunchbase