Manager, Technical Advising
Manager, Technical Advising
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Salary Not Disclosed
1 Vacancy
Job Description
Were looking for a Manager of Technical Advising to join Procores world-class Customer Support this role youll lead a team of Product Support Engineers to drive technical excellence product readiness and real-time support across the Customer Support organization. The primary goal of this role is to ensure an exceptional customer experience by providing Voice of the Customer insights managing high-level escalations and fostering a high-performing team.
As a Manager of Technical Advising youll partner with Customer Support Enablement Product Engineering Strategic Product Consultants Learning & Development and Customer Documentation teams to ensure product readiness training effectiveness and successful customer outcomes. Use your leadership problem-solving and communication skills to guide your team drive process improvements and escalate complex issues efficiently. This is an exciting opportunity to grow your leadership career while making a meaningful impact on Procores customer experienceapply today!
This position reports to Customer Support executive leadership and will be based in our Heredia Costa Rica office. Were looking for the right candidate to join us immediately.
What youll do:
Oversee the prioritization and measurement of all client-facing or impacting bugs within the Procore platform.
Serve as the point of management ownership for the most complex high-level escalations including critical enterprise issues ensuring urgent resolution and clear communication to executive stakeholders.
Partner with Product Engineering Strategic Product Consultants Customer Support Enablement Learning & Development and Customer Documentation teams to ensure product readiness and facilitate training and certification programs for Customer Support Representatives.
Be an active voice for Procores customers to executive leaders ensuring the voice of the customer informs product strategy.
Drive continuous improvement of tools systems and Customer Support processes by developing and implementing new Standard Operating Procedures policies and best practices across the organization.
Partner with Incident Management teams as needed to advocate for organizational and customer needs and support technical incident resolution.
Lead mentor and grow your team to build technical expertise and foster high engagement and performance.
Analyze data to identify trends formulate insights and influence strategic decisions for Customer Support operations.
What were looking for:
Bachelors degree preferred; prior management experience required.
2 years of hands-on Customer Support experience with strong preference for Tier 2 support or customer-facing leadership experience.
Strong knowledge of the Procore platform and associated tools/systems (Salesforce JIRA etc.) highly preferred.
Exceptional leadership skills with a proven ability to develop and mentor team members.
Excellent analytical problem-solving and decision-making abilities.
Strong interpersonal and communication skills both internally and externally.
Working knowledge of the construction industry and its key processes is a plus.
Driven self-motivated and committed to delivering exceptional customer experiences.
Additional Information :
About Us
Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers hospitals retail centers airports housing complexes and more. At Procore we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.
We are an equal-opportunity employer and welcome builders of all backgrounds. We thrive in a dynamic and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender sex national origin civil status family status sexual orientation religion age disability race traveler community status as a protected veteran or any other classification protected by law.
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Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact our benefits team here to discuss reasonable accommodations.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
