Senior Director of Engineering (Remote)

Support.com - United States

Full-time

***You must submit an application at the link below to be considered for employment***

Support.com, Inc. (NASDAQ: SPRT) is a leading provider of tech support and turnkey support center services, the maker of Support.com® Cloud software and services, and the producer of SUPERAntiSpyware® anti-malware products. Support.com's services and products help leading brands deepen their customer relationships by delivering a fantastic customer support experience, which leads to happier customers, greater brand loyalty, and growing revenues. Consumers want technology that works, and Support.com helps them get the most from their technology.

At Support.com we believe life is better when technology does what it's supposed to do. We want to make that happen for everyone by enabling dramatically better support for a connected world. Our offerings change the way technology support is built into products, managed and delivered. Consider working with us on our full-service support environment (get.support.com) and the backend at Support.com Cloud, our next-generation SaaS solution for technical support, delivering on these core values:

  • Reducing customer effort through advanced tools embeddable in mobile and web apps. We embed in customer's support sites as well as our own full-service support offering.
  • Optimizing the interaction of support agents with customers via intelligent, contextual guidance; data-driven, step-by-step solutions; and modern visual remote tools
  • Providing actionable insights into support practices and real-world product performance through support interaction analytics and data from external systems
  • Building technology when it's within our core differentiation, or integrate other software when outside that mission

Join us as a Sr. Director of Engineering leading development to build world-class support software and be part of its success in the market place.

Why work with us

  • We're a small team in a larger public company that builds next-generation support technology.
  • Use a cutting edge cloud technology stack built on React, AngularJS, Node.js, Redis, Linux, PostgreSQL, and AWS.
  • We love collaborative, agile software development and iterative design. We form tight scrum teams with PM and UX which build rapid prototypes and release frequently. You won't get bored!
  • We encourage learning and integration of new technologies. If you're passionate about technology, we'd love to hear your story.
  • com is a public company, with mature products established in the marketplace and continued innovation in support technology software.

What you will be doing

  • Reports directly to the Chief Technology Officer
  • Manages, hires, monitors, evaluates, coaches and enhances the performance of IT staff
  • Manage public applications with emphasis on performance, security and scalability
  • Manage and coordinate projects related to new products and service solutions as well as application migration and upgrades
  • Researches, recommends and implements strategies to enable and deliver a solution platform and suite of services/applications by studying organization goals, strategies, and ensuring strategic alignment
  • Estimate resource needs, project hours/costs for requirements, design, development, quality assurance, deployment and infrastructure needs
  • Validates, challenges, and ensures high quality, timely, and on budget solution delivery
  • Work with various internal organizations to define and accomplish financial objectives, including forecasts, budgeting, and trending analysis.
  • Defines standards, guidelines and quality assurance with respect to IT deliverables.
  • Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
  • Follow PMI standards (or similar) to manage projects through the project lifecycles of initiation, planning, execution and closure.
  • Architect, design and develop features for our SaaS product
  • Architect integrations with complementary third-party systems
  • Perform design and code reviews
  • Share knowledge and learning with the team while leading system architecture design decisions
  • Manage changes to the project scope, project schedule and project costs using appropriate verification techniques
  • Measure project performance using appropriate tools and techniques
  • Perform risk management to minimize project risks
  • Facilitate project review and escalation process interactions between business & technology stakeholders, product management, and leadership team

What you need for the job

  • 10+ years of experience managing/leading architects, developers, UI/UX, and QA resources - Remote distributed team resource management a plus
  • 7+ years performing as a technical architect/developer
  • 5+ years driving delivery of Agile projects with Scrum Master experience - Certification Preferred
  • 5+ years of experience in technology strategy from one or more of the following paths: strategy consulting, technology consulting
  • 5+ years project management experience
  • Knowledge and experience with Agile Frameworks
  • Experience effectively managing remote workforce
  • Track record of success interfacing, collaboration, and meeting the needs across business areas
  • Manage projects utilizing Agile Methodology Frameworks
  • Experience architecting APIs
  • Expertise in JavaScript, JAVA, jQuery, HTML and CSS
  • Experience with Node.js, PHP, and Python
  • Substantial knowledge of relational databases (PostgreSQL or MySQL), including the use of SQL
  • Strong appreciation for data collection and analytics
  • Solid understanding of CS fundamentals, object-oriented design and web technologies
  • MEAN stack knowledge desirable. We're MEAN, except Postgres/Redis for DB, Angular in older code and React in newer components.
  • Experience Atlassian products -- Jira, Confluence, etc. or equivalent
  • A. in Management or B.S. in computer science or related area highly desired; M.S. or MBA preferred or equivalent work experience desired

Bonus points for these!

  • Certification is a plus: PgMP or PfMP certification or PMI-ACP and Scum Master Certification
  • Client-side frameworks: AngularJS, React, Backbone, Ember, or similar
  • DevOps: Jenkins, OpenStack, SaltStack, AWS, Azure
  • Experience with Artificial Intelligence and Machine Learning tools and initiatives

Your benefits

  • Flexible work environment -- e.g., weekly work from home days if local!
  • Remote friendly -- half of our team is remote. Remote members come to Sunnyvale a few times each year.
  • Competitive benefits and compensation!
  • Fun atmosphere!
  • Ability to work with exceptionally creative and talented people!

***REMOTE POSITION***

***You must submit an application at the link below to be considered for employment***

https://recruiting.adp.com/srccar/public/RTI.home?c=1142641&d=ExternalCareerSite&r=5000540089306#/

Support.com is an Equal Opportunity Employer

Job Type: Full-time

Work Location:

  • Fully Remote

Benefits:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off
  • Tuition reimbursement