Technical Support Manager

Corra is the global digital agency that fashion, beauty, and lifestyle brands trust to create luxury commerce experiences. Over the past 15 years, we have built a reputation for award-winning design, disciplined execution, and innovative thinking.

With technical expertise concentrated on the Magento, SAP Commerce Cloud (Hybris), and Shopify Plus platforms, we produce memorable journeys that captivate customers and elevate brands to new heights.

Winner of multiple Crain’s Best Places to Work Awards, we offer exciting and challenging projects with industry leading companies, competitive health benefits, flexible work arrangements, ongoing career development, company outings and tons of other bonuses.

Corra is looking for a Technical Support Manager who will work with our clients and ensure they receive “superhero white-glove” treatment. You should have at least 5-7 years experience in the ecommerce industry, strong technical skills, and a demonstrated flair for customer service. As a Technical Support Manager, you will sit closest to the “beating heart” of our clients, namely, their ability to generate revenue. Your responsibility will be to lead your client and team to that next level!

Responsibilites

  • Provide primary troubleshooting and hands on fixes for your clients critical support issues

  • Act as ScrumMaster for all Agile ceremonies

  • Work with Product Owner and Tech Lead on architecture and design for new features

  • Consult with clients about technical solutions to common and recurring problems

  • Ensure that SLAs are met

  • Coordinate all support related efforts across a distributed team

  • Enforce security best practices are followed

  • Delegate and dispatch lower critical support issues to proper teams

  • Coordinate efforts with third parties

  • Collaborate with Account Management team to identify new sales opportunities

  • Provide reporting on key KPIs to clients and management

Requirements

  • 3-5 years experience in PHP, HTML/CSS and/or JavaScript/Jquery

  • 2-3 years Linux server administration

  • 2-3 MySQL experience

  • Magento Experience a big plus (Certification preferred)

  • 2-3 years experience in Agile as a ScrumMaster with Scrum Alliance certification preferred

  • Strong understanding of SEO concepts

  • Experience with Analytics, Personalization and A/B Testing

  • Some sales experience is preferred

  • Bachelor’s Degree in Computer Science or equivalent experience

  • Outstanding communications skills, both oral and written—no exceptions

  • Experience with design, implementation and customization of ecommerce retail systems
    is preferred

  • Strong command of: the software development life cycle (SDLC), online collaboration
    tools, mainstream project management software, budget management; schedule management for multi-person, cross functional teams; containing scope creep; change management/change order process

  • MS Office Suite proficiency required

  • Experience at working both independently and in a team-oriented, collaborative
    environment is essential

  • Must be able to quickly learn, understand and apply new technologies

  • Organized, detail-oriented