Technical Customer Support Manager

The Manager, Customer Support is responsible for managing the customer support team that supports all software instances of NANTUM in commercial buildings. S/he works closely with the Customer Success Onboarding and Account Management teams. The Customer Support Manager has a working knowledge of building automation, HVAC, and IT/networking. The Customer Support Manager must be an excellent communicator, be proactive, exhibit strong leadership qualities, and be able to adapt to a dynamic and potentially geographically dispersed environment. The ideal candidate has professional experience in supporting real estate technology, and is excited by complex, open-ended, and real-world building challenges.

As the Manager, Customer Support at Prescriptive Data, you will play a crucial role in ensuring the success of our software by leading a team of technical support engineers. You will be responsible for providing exceptional customer service, resolving technical issues, and continuously improving our support processes. You will be our in-house expert on Nantum OS and the internal tools needed to support our product and our customers. 

The Manager, Customer Support should be an excellent communicator, be highly proactive, and exhibit strong leadership qualities. The ideal candidate has professional experience in real estate and technology, and is excited by complex and  open-ended challenges within the built environment. 

In addition to directly managing a team of technical support engineers, the Manager, Customer Support will need to work cross functionally with Prescriptive Data’s Engineering and Product teams to guide the development of best in class internal tools to successfully support scaling the product.

The role is based out of New York, and will require occasional local travel (within the NYC Metro Area). Overnight travel may be required as needed.

RESPONSIBILITIES

• Provide support for customer issues through various channels (ticketing system, live chat, phone, and in person) to pinpoint and address technical support inquiries.
• Support all Nantum integrations such as building management systems, meters, IoT devices, and APIs.
• Manage a team of technical support engineers - overseeing team workload, professional development & career growth, and other managerial responsibilities that may arise.
• Ensure customer satisfaction through regular follow-ups and timely resolution of issues.
• Provide technical guidance and support to our customers and internally within PD.
• Develop and maintain technical documentation and training materials.
• Problem solve and create solutions to meet customer requests
• Stay up to date with relevant technologies
• Other duties may be assigned

SKILLS & ABILITIES

• Self-motivated and high attention to detail
• Proven excellence in customer support
• Strong desire for continuous learning of new systems, hardware, and other technologies
• Best in class problem solving skills
• Fast learner with a strong technical acumen
• Strong oral and written communication skills
• Good understanding and technical knowledge of HVAC equipment and systems
• Good understanding and technical knowledge of building automation systems
• Organizational skills including, but not limited to, the ability to handle multiple demands and assignments, and the ability to prioritize tasks effectively and efficiently.
• Excels independently and in a team environment
• Advanced verbal and written communication skills including, but not limited to,
• listening effectively and soliciting input from others

EDUCATION

• Four (4) year college engineering or technical degree required or equivalent work experience
• Niagara N4 certification is a plus
• Certified Energy Manager (CEM) and other professional certifications (LEED, CEA, etc.) also a plus

EXPERIENCE

• At least five years of related work experience
• Prior experience providing technical support at a software or technology based company
• A minimum of one-year work experience in the building automation/controls and/or installation of mechanical HVAC equipment highly preferred
• Experience with building automation systems (Tridium, Johnson Controls, Honeywell, Alerton, Automated Logic, ec.) highly preferred
• Working knowledge of IT and networking