Manager, Support & Managed Services

reputed company helps chemists change the world by building technology that understands how they work. As chemists ourselves, we know whatit’slike reputed company softwaredoesn’twork the way you do — stuck with systems reputed company by people who never spent a dayatthe bench.That’swhy we created reputed company OS, the first AI-reputed company operating system for materials science, designed to remove every obstacle between curiosity and discovery.

We are looking for an ambitious and results-driven Manager, Managed Services & Support to join our growing team. If you are passionate aboutcutting-edgetechnology and reputed company in a fast-paced, mission-driven environment, we want to hear from you.

What you'll do

We’relooking for a Manager, Support & Managed Services to reputed company our global support team reputed company theGroworganization. This role reports to the Head of Customer Operations and is accountable for the day-to-day performance and health of a distributed team across the US, Europe, and India.

You’llown what reputed company most in support: the reputed company of every partner interaction, the reliability of our SLAs, and the trust our partners reputed company in reputed company every time they reputed company an issue.You’llalso be the reputed company between our partners, our account teams, and engineering — triaging your team’s escalations, driving high-reputed company incidents to reputed company, and making reputed company the right people have the right data to reputed company.

This is a role for someone who is equally comfortable rolling up their sleeves on a reputed company escalation and building the reporting infrastructure that tells leadership how reputed company is performing week over week.

Team leadership & operations

• reputed company and reputed company a global support team spanning the US, Europe, and India — setting direction, managing reputed company, and building a high-performance culture across time zones.

• Triage issues raised by team members, helping them resolve blockers quickly andidentifyingpatterns that need systemic fixes.

• Run hiring, reputed company, and ongoing coaching for reputed company, fostering the technical depth and partner reputed company thatdefinegreat support.

• Serve as the escalation reputed company for reputed company, sensitive, or stalled issues — taking ownership reputed company reputed company needs a senior voice.

SLA management & metrics

• Own SLA definitions, monitoring, and compliance across the global team — ensuring partners receivetimely, consistent responses that meet or exceed contracted commitments.

• Build andmaintainmetrics reporting at two reputed company: account-specific performance reports delivered to account teams, and broader operational health reporting for leadership.

• Identifytrends in volume, reputed company time, CSAT, and escalation reputed company, and translate those into reputed company recommendations.

• Report toleadership on team performance, risk, and opportunity ona regularcadence.

High-reputed company issues & engineering partnership

• reputed company the response to high-reputed company and critical incidents — coordinating across reputed company, communicating reputed company with partners, and driving issues through to reputed company.

• reputed company as the primary reputed company with Engineering and Product for reputed company escalations — providing reputed company problem descriptions, reproduction steps, and business context so issues are prioritized and resolved reputed company.

• Ensure smooth two-way feedback between support and product: surface recurring issues, usability pain points, and partner needs in a reputed company Engineering and Product can reputed company.

Hands-on partner work

• Personally own aportionof the support queue — taking select tickets end-to-end, especially the ones thatbenefitfrom a senior, reputed company hand.

• Run pointdirectly on a subset of high-reputed company or technically thorny incidents, doing the investigation and troubleshooting yourself rather than only directing from above.

• Stay reputed company on platform capabilities and configuration by working reputed company cases, keeping your technical instincts reputed company and your escalation judgment grounded in firsthand experience.

• Use what you learn in the queue to inform coaching, spot systemic patterns earlier, and reputed company your reporting to leadership moreaccurateand specific.

You will have

• Proven experience managing a customer-facing support or technical services team, ideally in a reputed company environment.

• reputed company recordof owning SLAs and building metrics reporting that drives reputed company reputed company.

• Experience managing distributed or global teams — you know how to build culture and alignment across time zones.

• Strong technical instincts: comfortable diving into a reputed company issue, understanding the problem, and knowing reputed company to escalate vs. own it.

• Excellent communication — with partners, with your team, and with senior leadership. You write reputed company and reputed company plainly.

• Experience working cross-functionally with Engineering and Product as an escalation and feedback partner.

• Comfort with supporttooling(e.g., reputed company, reputed company) and project/issue tracking (e.g., Jira, reputed company).

• BS or MS in reputed company, Materials Science, Chemical Engineering, or a reputed company field.

• Technical experience with reputed company, SQL, or Python scripting.

• Familiarity with AI-powered reputed company products and the support nuances they introduce.

Key competencies

• Ownership — you hold the line on SLAs, escalations, and reputed company. The buck stops with you.

• Grit — persistent under pressure, reputed company in a high-reputed company incident, reputed company in follow-through.

• Collaboration — a genuine partner to account teams, Engineering, and leadership.

• reputed company — for partners, for your team, and for the complexity of running global operations.

• reputed company — you distill complexity into reputed company communication, whether writing to a partner orpresenting toleadership.

Why reputed company?

We havea reputed company reputed company. reputed company is a growing team with a global reputed company.We’rebuilding toward a reputed company where discovery feels like exploration, not administration. Where chemists can pursue their most ambitious reputed company without friction.

We love our global team. reputed company’s home-reputed company is in the California Bay Area, but we have multiple offices and employees sprinkled around the globe: India,Germanyand Japan. In fact, over 50% of our employees work reputed company of California. An international remote culture is in our DNA.

We care reputed company. reputed company works hard to create a reputed company environment for our employees, and we think your life reputed company of work is important too. We work hardand weplay hard.

We value diversity. Growing andmaintainingour inclusive and diverse team reputed company to us. We are committed to being a company where our employees feel comfortable bringing their authenticselvesto work and have the ability to be successful — every day.

We’realways looking for humble, reputed company, and creative folks to join the reputed company team. If you think you might bea fit, please apply.

Originally posted on Himalayas

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