Your Job

　　KBX is seeking a Product Support Team Lead to join our team. A successful candidate will be a member of the KBX Technical Support team, supporting a suite of software products. This individual will be expected to build and foster effective relationships with Product Teams and Customer Success teams for product knowledge and technical documentation. Solid communication, troubleshooting skills, understanding of Cloud technologies, and relationship management skills will be key to your success in this role.

　　Our Team

　　The KBX Technical Support Team is a group of highly skilled and experienced professionals dedicated to providing exceptional technical support to our employees and customers. Our team members are experts in troubleshooting and resolving technical issues related to KBX products and services.

　　What You Will Do

　　Supervise, coach, mentor and develop a group of Product Support Specialists and Systems CoordinatorsManage shift schedules for the team, including any vacations.Identify any gaps, improvement opportunities, and training opportunities for the teamEngage with product teams on their Sprint/Release reviews to understand and communicate the changes in our productsMonitor and manage group and team performance to ensure that we are meeting service level agreementsBe responsible for tracking and improving the Customer Support KPIs defined by the Support ManagerFocus on metrics to address repeating issues through knowledge gaps or technical enhancementsBe available for on-call rotation support for after-hours

　　Who You Are (Basic Qualifications)

　　Experience in a leadership role leading and supporting a technical team.Experience building, developing, and retaining talent individually and organizationallyExperience improving current processes by identifying opportunities and executing on them.Experience aligning team objects to building strategies and initiatives.

　　What Will Put You Ahead

　　Experience using Datadog monitoring and reportingExperience writing and documenting best practices in Knowledge SystemsExperience in creating and implementing technical training and development programsExperience with SQL and database conceptsExperience supporting Micro Services architectureExperience working in the transportation/logistics industryExperience with transportation products (i.e. OTM, Mercurygate etc.)

　　For this role, we anticipate paying $65,000 - $75,000 per year. This role is eligible for variable pay, issued as a monetary bonus or in another form.

　　The application window is anticipated to close on 30 days from December 21, 2023.

　　At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

　　Hiring PhilosophyAll Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.

　　Who We AreKBX Technology Solutions develops proprietary transportation management software designed to provide real-time, actionable insights for all modes of transportation and simplify complexities across global supply chains. Using a data-driven approach, KBX Technology Solutions is committed to creating technologically advanced solutions for modern logistics needs. KBX Technology Solutions is a subsidiary of KBX-a Koch Industries Inc. company-and compleme