VP, Technical Support

We are Domosapiens- uniquely skilled, passionate data lovers anchored in a culture of connectivity. We are transforming the way business is managed by putting real-time data into the hands of every decision maker across organizations. Diversity is valued here and the insight garnered from diverse backgrounds, perspectives and lived experiences results in pioneering innovations across the organization and better experiences for our customers. The more diverse our talent, the more impactful the Domosphere becomes.  

Position Summary

The VP, Technical Support is responsible for helping to build a world class support organization within Domo. They will oversee technical support representatives and be responsible for their individual performance, training, growth, and success. They will also be critical in owning customer escalations, working with internal departments to ensure successful support of the Domo product, and establishing support processes and policies.  

Key Responsibilities

• Manage a support team to provide first-class, post-sales support to Domo’s Customers;
• Set clear objectives, evaluate progress and instill a high-performance culture with a focus on teamwork, service excellence and ownership for resolving customer issues;
• Certified and leverage the Domo platform to run the support organization;
• Manage defect resolution process with our development team;
• Routinely meet with support representatives to review performance, discuss concerns, etc.;
• Work with support department to ensure that all support inquiries in the queue are handled satisfactorily and in an appropriate timeframe;
• Escalation resolution and follow up on unresolved issues;
• Update support documentation as needed;
• Evolve current structure to best in class global organization;
• Build executive partnerships across all organizations at Domo; this includes consulting, support, product teams to ensure we are collecting and sharing signal that will evolve Domo’s platform in the view of the customers uses of the product;
• Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.

Job Requirements

• 8-12 years’ experience in Technical Support Management;
• Experience in defect resolution processes;
• An understanding of and high interest in a professional position in the field of technology;
• Excellent written and verbal communication skills;
• Good interpersonal skills – outgoing personality;
• Technical troubleshooting ability;
• Ability to work in a team environment;
• Strong leadership – able to share and uphold a vision;
• Track record of operational excellence in a support organization.

Domo is an equal opportunity employer.  

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