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Chief Technology Officer

Company: Support.com
Location: Sunnyvale
Posted on: March 18, 2019

Job Description:

Job Title: CTO -- Chief Technology Officer Job Location: California US Support.com, Inc. (NASDAQ: SPRT) is a leading provider of tech support and turnkey support center services, maker of Support.com-- Cloud software and services and 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, leading to happier customers, greater brand loyalty and growing revenues. Consumers want technology that works the way it was intended and Support.com helps them get the most from their technology. Job Description: The Chief Technology Officer (CTO) will serve as a key member of Support.com's Executive Leadership Team as a trusted strategist and technology manager. The CTO has direct leadership over our Engineering, Product Design/Management, IT Infrastructure, Dev-Ops and Contact Center Technology teams with additional oversight of MSP, Consumer Software and Professional Services business lines. The CTO will be responsible for managing the advanced environment of systems, business applications and tools for internal, enterprise-customer, SMB and consumer use. This is a highly influential and impactful role where collaboration is essential to success. Working with the leadership team, the CTO will define and implement the technology strategies across our award-winning suite of services and products to ensure that the teams, technology and systems are able to deliver on the Company's promises. We are seeking an exceptional people-focused executive with broad, hands-on technical skills to lead Support.com through our next stage of growth. Equally as important is experience inspiring and developing employees; creating a great work environment where the best come to work and stay. Must Have Talents and Demonstrated Experience:

  • Experienced CTO that planned and implemented successful corporate growth strategies and achieved corporate objectives
  • Provided innovative insights, drove key strategies and made decisions that delivered
  • Successfully managed both time-sensitive and long-term projects
  • Oversaw Engineering, Product Development/Management, IT Infrastructure, Dev-Ops, for new, high-growth services and software/web-site products
  • Led internal processes and protocols for security, quality assurance and risk management
  • Built a high-capacity software development organization through the growth stage
  • Fostered a culture around a "customer first" focus
  • Empowered and inspired a strong bench of department leaders
  • Managed and built enterprise-class technical architectures that support accelerated growth goals
  • Oversaw release cycles and provided consistent on-time delivery of high-quality software/website/application features
  • Designed and integrated software for a customer support organization
  • Made critical decisions in a timely manner; using excellent judgement with limited information
  • Demonstrated the ability to work well through ambiguity; Lead through adversity without losing sight of the desired outcomes
  • Managed remote teams in a variety of different business lines
  • Proactively identified inefficiencies in business practice and successfully executed fixes
  • Offered innovative solutions and best practices that expedited deliverables and created transparency
  • Engaged successfully with prospective and current customers in a manner that instilled confidence in the Company and the teams
  • Designed and integrated customer contact center service practices, procedures and applications
  • Managed department budgets with a high degree of fiscal discipline
  • Negotiated numerous technology agreements through managing a rigorous evaluation process
  • Successfully managed remote teams in an intense work environment with limited resources
  • Partnered with marketing, sales and account management teams to ensure new product innovation
  • Managed outsourced resources for development, engineering and product design/management
  • Developed "best-in-class" consumer products/experiences for B2C lines of business
  • Oversaw enterprise-level software (B2B) creation and management for national, large-scale customers
  • Created content management / data warehousing abilities and built data analytics systems
  • Upgraded software platform/systems -- Accounting, ERP, Internal systems transitions
  • Implemented new e-commerce tools for direct to consumer business line
  • Responsible for global implementation of software/applications Knowledge, Skills, and Abilities Required:
    • Degree in Computer Science, Engineering or equivalent; Master's Degree preferred
    • Minimum of 10+ years of experience in software engineering management and product design/management, and IT Infrastructure
    • Experience developing a scalable, high-performing platform with tested methodologies and tools of iterative, asynchronous development. Agile is a must
    • Broad technical expertise that will inspire and encourage creative, collaborative problem solving
    • Demonstrated experience in vendor evaluation, contract negotiation and comparative financial analysis
    • Must be comfortable in an environment where limited support or information may be available
    • Able to navigate seamlessly between setting a strategy and executing/implementing
    • Demonstrated experience/understanding of contact center operations and support
    • Possess a well-rounded business background
    • Proven results as business leader, providing value beyond traditional engineering
    • Strong interpersonal, presentation and negotiating skills
    • Quickly establish rapport and credibility at all levels including the C- and Board level
    • Exceptional people and organizational leadership, with a track record of leading high performing teams
    • Able to attract, inspire and retain all levels of talent Support.com is an Equal Opportunity Employer Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

      Keywords: Support.com, Sunnyvale , Chief Technology Officer, Executive , Sunnyvale, California

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