Job Summary
The Technical Support Manager will support our Web and Mobile Mapping Software for domestic and international customers. This role joins a dynamic team that enjoys working with complex applications and products that utilize software, GIS, engineering, and problem-solving skills. As an integral part of the IQGeo Customer Support Team, this key customer-facing role supports IQGeo products for customers in the Utility and Telecommunications markets. This role requires a high degree of autonomy while working with remote teams both internally and directly with customers, and able to troubleshoot technical problems and provide software solutions, acting as a Subject Matter Expert (SME) for a team of support engineers.
Supervisory Responsibilities
* Will have 3+ direct reports – Technical Support Engineers, Senior Support Engineers
Duties/Responsibilities
* Problem solving skills, providing consulting to clients based on current operational processes and their fit with IQGeo products.
* Respond to customer queries (incidents or questions) in a timely and accurate way via support cases, phone, or email.
* Identify customer needs and help customers resolve issues or understand IQGeo product functionality.
* Follow up with customers to ensure their technical issues are resolved.
* Analyze and report product defects to the IQGeo Product Development Team.
* Monitor IQGeo SLA’s and ensure processes are in place to meet them.
* Develop and implement new processes and procedures to improve the efficiency and effectiveness of the software technical support team.
* For direct reports, set annual objectives that align with company direction and nurtures employee learning and career growth.
* Manage the support team's workload and ensure that all tickets are resolved in a timely and efficient manner.
* Ensure accurate support case information is filled out by IQGeo customers and internal teams to build an IQGeo knowledgebase for end-users.
Required Skills/Abilities
Essential
* Excellent communication, client relationship and interpersonal skills
* Excellent analytical and problem-solving skills
* Strong experience with customer service desk systems (Jira Service Management, Zendesk)
* Strong understanding of software development and troubleshooting
* Ability to work independently and as part of a team.
* Ability to work under pressure and meet deadlines.
* Ability to learn new technologies quickly.
* Minimum 2-3 years of comparable technology and industry experience.
Desirable
* Strong knowledge of JavaScript and HTML design and development
* Strong experience with open-source software technologies (Apache, OpenLayers)
* Enterprise Integration, especially web services
* Experience with Geospatial Information Systems (GIS) or web mapping
* Experience with SQL and RDBMS technology (PostgreSQL, Oracle, SQLite)
* Collaboration systems, such as JIRA Confluence or MS SharePoint
* Git or other distributed version control systems
Education and Experience
* Bachelor’s or master’s degree from an accredited university in Computer Science, Engineering, or related field.
* Minimum 5 years of technology and related industry experience.
What’s In it For You
* 25 days of paid holiday, with the opportunity to purchase further days up to a total of 30.
* IQGeo SHINE program
* Charity/Volunteering day each year.
* Company-matched pension contributions of up to 6% base salary.
* Private medical insurance.
* Health cash plan.
* Company life assurance (4x gross salary).
* Incapacity benefit.
* Enhanced maternity leave policy.
* EV company car scheme (salary sacrifice).
* Cycle scheme (salary sacrifice).
* Give as you earn charity scheme.
Flexible Working
We support hybrid and flexible working arrangements for all employees. We understand that life for many people involves school runs, care giving, or exercising!
Work Permits & Visas
You must already have the right to work permanently in United Kingdom. IQGeo is not able to sponsor work permits.
About IQGeo
IQGeo is based in Cambridge, UK with regional offices in the United States, Canada, Belgium, Germany, Malaysia, and Japan. We are supported by a global network of highly skilled partners. Originally founded as Ubisense Ltd in 2002, the IQGeo brand was launched in January 2019 after the company was split into two separate businesses. Led by a team of geospatial technology pioneers, the IQGeo Platform software was first launched in 2010 and has an impressive pedigree in the telco, communications, and utility industries. In 2020, IQGeo acquired OSPInsight, a provider of fiber network management software, and in 2022 IQGeo acquired Comsof, a world leader in automated network design, headquartered in Belgium.
Today, IQGeo is the leader in introducing modern web and mobile geospatial applications into the communications and utility industries.
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