Manager, Tier 3 Support Engineering

For the past 25 years, Bullhorn has dedicated itself to building industry-leading, cloud-based software for the staffing and recruitment industry. Led by the original co-founder, partnered with venture capital, and powered by seasoned leaders across a global workforce with an eye toward innovation, Bullhorn has had year over year growth, making it the market leader in the recruitment software space while allowing for new opportunities for over 29 % of our employees to advance their careers in the past 12 months.

We are a remote-first organization and over 38% of our employees reside outside the United States. Headquartered in Boston, we also have offices in London, Brighton, Rotterdam, Frankfurt and Sydney (just in case you’re in the area to stop by). Whether you’re local or remote, our vision is to ensure every employee has a sense of belonging, a voice that is heard, and a clear path for success. Your incredible experience as an employee will consist of flexible work hours to ensure a positive work-life balance and use Zoom, Slack, and other tools to stay connected.

As a Manager, Tier 3 Engineering you will be responsible for managing a team that serves as the highest point of escalation for our clients in resolving the most complex technical and application-related inquiries. You will function as the leader of a crossroads group between various internal teams (engineering, development, support, professional services, sales engineering), ensuring that issues are solved efficiently and to the satisfaction of our customers.

A typical day might include:

• Coaching and training your team on problem solving, technical skills, and root cause analysis
• Ensuring accurate ticket prioritization and queue maintenance; keep your team working the highest impact issues, and working them as efficiently as possible
• Managing multiple escalations and re-prioritizing work as necessary to keep proper attention on most impactful issues
• Proactively managing issues and driving continuous improvement in your team
• Helping your team get “unstuck” quickly to drive timely resolution; encourage cross-functional collaboration, client-facing calls, and out-of-the-box solutions to drive down time to resolution
• Analyze inefficient trends in tickets and escalations over time; work with leadership to suggest improvements, automation opportunities, etc.
• Aligning with cross-functional team leaders and stakeholders to identify best possible holistic solutions for issues, be that engineering, systems changes, data changes, etc.

This job might be for you if you have:

• 3+ years experience training, growing and leading teams (junior and senior level employees)
• You empathize with clients and understand how they use Bullhorn to further their business.
• You love collaborating with your team, clients, and cross-functional partners.
• You aren’t afraid to take risks and learn from mistakes.
• You have excellent attention to detail, listening, and research skills.
• You convey confidence; you communicate clearly and effectively.
• You love to fix problems and find ways to build efficiency in our processes.
• You are highly technical and enjoy expanding your technical expertise and skills.
• An ability to understand highly complex technical issues and communicate them to a non-technical audience

Bonus points for:

• Prior experience working with a wide array of different products/technologies
• Technical Support background

What we offer...

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
• Unlimited Planned Paid Time Off
• Global Mental Health Support
• On-Demand Learning & Development
• Quarterly paid volunteer days
• Lucrative Employee Referral Program (eligible for prior to your first day)
• Company-wide mentor program

Bullhorn's core purpose is to create an incredible customer experience, which starts with first creating an incredible employee experience. Our vision is for every employee to have a sense of belonging, a voice that is heard, and a clear path for success. We are committed to building diverse and inclusive teams, and our culture is shaped by our five core values: Ownership, Energy, Speed & Agility, Service, and Being Human.

We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.