Support Engineer • Senior

Who you are

You have significant experience in managing technical support teams, ideally in a technology-driven environment. Your leadership style emphasizes coaching and developing team managers, fostering a culture of excellence and collaboration. You understand the importance of optimizing team performance and are skilled in managing complex escalations effectively.

You are adept at defining and tracking key performance indicators (KPIs) such as SLA and CSAT, and you have a proven track record of implementing continuous improvement initiatives. Your ability to create synergies between teams and structure multi-team organizations is a key strength that you bring to the role.

You possess excellent communication skills, allowing you to collaborate effectively with various stakeholders, including engineering teams and upper management. You are passionate about developing talent at all levels and ensuring that your teams are engaged and motivated.

Desirable

Experience in a healthcare technology environment would be a plus, as would familiarity with implementing technical solutions. You are comfortable with data-driven decision-making and have a strategic mindset that aligns with the overall goals of the organization.

What you'll do

As the Senior Manager Support Engineering at Doctolib, you will lead 2 to 3 teams, comprising 15 to 25 individuals, including team managers and individual contributors. Your primary mission will be to enhance the user experience by optimizing the connection between clients and engineering teams. You will be responsible for coaching and developing team managers, ensuring their autonomy and professional growth.

You will create a culture of technical excellence and collaboration within your teams, focusing on performance optimization and the development of talent. Your role will involve structuring and optimizing the organization across multiple teams, defining and monitoring team and individual objectives, and managing workload distribution.

You will also handle complex managerial escalations and ensure that your teams are meeting their KPIs, implementing actions for continuous improvement and structural transformations. Collaboration with other departments will be essential as you work to align technical support with the broader objectives of Doctolib.

What we offer

Doctolib offers a full-time position with a competitive salary structure that includes both fixed and variable components based on performance. You will have the opportunity to work in a dynamic environment where your contributions directly impact the user experience and operational excellence of the organization. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives.