Technical Support Manager

Technical Support Manager, London

Live shows make us feel good. They’re a time to hang with our friends, discover new artists or lose ourselves on a dancefloor. We’re on a mission to bring all of this to more fans, more often – and that’s where you come in.

We’re looking for a Technical Support Manager to lead our Tech Support team and help provide solutions that keep DICE products running smoothly. 

At DICE, you’ll be part of the company that’s redefining live entertainment. It’s a place where you can be yourself, influence the culture, and create work that you’re proud of. 

 

About the role

As a Technical Support Manager, you’ll be working closely with the Product team to support the core business, which includes the Fan Support, Client Success and Account Management teams. You’ll be an expert in all DICE products, and lead a team of highly skilled technical support engineers to implement solutions to customer and system issues.

 

You’ll be

• Leading, guiding and coaching a team of highly skilled technical support engineers.
• Taking ownership of reported customer issues and problems through to resolution.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Reporting on issues – resolved and unresolved – and tracking technical issue metrics over time.
• An expert in all of DICE’s products.
• Predominantly providing support for European and North American partners.

 

You are

• Passionate, humble and talented.
• A fan of music and culture.
• Actively responsible.
• Collaborative and able to work in a cross-functional team.
• Enthusiastic about high code quality, ownership and craftsmanship.
• Thinking about data when you should be concentrating on the gig you’ve brought your friends to.
• Constantly critiquing charts you see displayed in the news.

 

You’ll need

• Solid experience leading a small team of technical specialists.
• Knowledge of PostgreSQL, MySQL or other database systems.
• Experience in backend and application tech support.
• Excellent problem-solving and communication skills.
• A background in Information Technology, Computer Science or relevant fields.
• Familiarity with mobile product and design life cycles.
• Understanding of Unix/Linux environment.
• Experience writing code in either JavaScript, Swift, Kotlin, Python, Go or Elixir is a plus.
• An active Github account/open source contributions is a plus.

 

About DICE

Our teams work from London, New York, Los Angeles, Barcelona, Paris, Berlin and Milan. We’re building products that will revolutionise the industry for fans, artists and venues – and we’re growing fast. Read about our global expansion and our ongoing mission to transform ticketing. 

We know that having a variety of perspectives makes us a better company – it’s why we strongly encourage members of underrepresented communities to apply. Find out how we’re creating a more diverse, equitable and inclusive DICE. 

 

Our benefits

• Unlimited holiday 
• Private health insurance
• Workplace pension
• Free therapy and coaching

 

During the pandemic, we’ve learnt that working from home can help us focus, but many of us are missing the buzz of the office. We’re still figuring out the best way for us all to work together in the future, and we’ll involve the whole team in any decisions we make.

Application process

Our process usually involves a quick chat on the phone, a portfolio review or task and a couple of interviews where you’ll meet the people you’ll work with. We’ll keep you fully informed along the way.

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