Manager, Technical Advising at ProOcre

Ulloa, , Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

04 Jan, 26

Salary

0.0

Posted On

06 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Problem-Solving, Communication, Customer Support, Technical Expertise, Data Analysis, Process Improvement, Mentoring, Construction Industry Knowledge, Product Readiness, Escalation Management, Team Building, Interpersonal Skills, Decision-Making, Training Effectiveness, Customer Experience

Industry

Software Development

Description

Job Description We’re looking for a Manager of Technical Advising to join Procore’s world-class Customer Support organization. In this role, you’ll 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, you’ll 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 Procore’s customer experience—apply today! This position reports to Customer Support executive leadership and will be based in our Heredia, Costa Rica office. We’re looking for the right candidate to join us immediately. What you’ll 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 Procore’s 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 we’re looking for: Bachelor’s 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. If you'd like to stay in touch and be the first to hear about new roles at Procore, join our Talent Community. 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.

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Responsibilities

Oversee the prioritization and resolution of client-facing bugs and manage high-level escalations. Partner with various teams to ensure product readiness and drive continuous improvement in Customer Support processes.