We’re seeking a Development Liaison Manager (all genders) to significantly strengthen the collaboration between our Technical Support and Product Development departments. This crucial role is designed to optimize our customer support processes and enhance our product expertise internally. As the Single Point of Contact (SPOC) for technical support cases requiring developer assistance, you’ll play a vital part in streamlining communication. Your efforts will ensure our development teams can focus more on building great products, while our support team gains deeper technical knowledge and can resolve more complex issues independently. If you’re a proactive problem-solver with a passion for bridging technical gaps and improving workflows, we encourage you to apply!

• Serve as the primary liaison between Global Technical Support and Product Development for escalated customer issues.
• Perform initial 3rd level support to understand and resolve complex problems, leading to a reduced number of 3rd level cases for our software developers, allowing them to focus more on core development.
• Strategically review and decide which tickets require developer intervention, routing them to the appropriate teams while providing feedback to the Technical Support team on how to submit comprehensive information. This will result in improved quality and completeness of tickets escalated to development and more reliable and timely responses to customer cases.
• Prioritize tickets to ensure critical issues are addressed promptly, and monitor their progress, fostering more efficient workflows and a better overall experience for our support, development, and customer teams.
• Facilitate knowledge transfer through Q&A sessions and regular reviews of resolved tickets, providing our Technical Support team with continuous education. This will lead to increased depth and breadth of expertise within our Technical Support team and enhanced knowledge transfer and collaboration across departments.
• Collaborate with the QA team, leveraging their technical resources.