Technical Support Team Lead

Ardoq strives to be a meaningful place to work. Where great colleagues meet to solve important challenges and grow fast.
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Ardoq is one of the fastest growing SaaS companies in Norway. We are recognized as a disruptor in the market of Enterprise Architecture, and our leading technology provides up-to-date and accurate digital representations of the entire organization. This enables our customers to understand how people, processes, and technology are connected. These key insights are needed for successful digital transformation. As customers plan for change, Ardoq helps them navigate all of the decision points with  easy-to-understand visualizations.

Ardoq has a reputation for providing excellent support to our users. To grow and strengthen our customer support operations, we are looking for a Technical Support Team Lead to join our team in New York and help our worldwide growing customer base to achieve immediate and great value with our product.

You will work collaboratively across our Commercial, Product and Engineering teams to create a world-class support experience for current and future customers, and you will have the opportunity to influence and develop the customer support function in the company and build the USA customer support team.

Key responsibilities:

  • Become an expert and application specialist in the Ardoq solution
  • Work directly with customers and process incoming customer requests via email/chat/video through our web-based customer center application
  • Analyze, investigate and resolve software, infrastructure, and end-user issues
  • Recognize high priority issues and situations and take appropriate escalation action 
  • Collaborate with our Engineering and DevOps in troubleshooting, reporting, and resolving complex software issues
  • Recognize and report new feature and product enhancement possibilities 
  • Collaborate with our Product, Sales, Onboarding, and Customer Success teams to manage customer expectations and priorities
  • Establish and build customer support operations in the USA market
  • Establish customer support processes and procedures for the USA support team
  • Attract, recruit, hire, onboard, develop, motivate and inspire customer support consultants

In addition, you may work with:

  • Participate in our continuous development of  superior support processes
  • Participate in change management processes
  • Help with developing and providing feedback on our products, processes, FAQs, and user documentation
  • Other small projects or consultancy assignments

Qualifications and skills:

  • Computer Science Degree (BS/MS) or similar, or similar work experience
  • 2-5 years work experience, preferably in a technical support and service function within SaaS/Cloud software
  • 2 + years experience with building and leading teams
  • Good understanding of web technologies, web-based software, and cloud platforms in general
  • Knowledge of at least one coding language, e.g. SQL, Gremlin, Java
  • Knowledge of Active Directory, Azure Active Directory, SSO, is a bonus
  • Familiarity with digital transformation processes is a bonus
  • Fluent in English, which is our working language
  • Ability to prioritize and manage workload effectively
  • Able to communicate verbally and in writing with customers in a clear and friendly manner
  • Good organizational & analytical skills, ability to plan, track tasks and deliver to agreed timescales
  • Comfortable with advising and guiding new and existing clients to use our product in the best possible way

 

In addition, we think that you:

  • Are a strong team player who enjoys working with others in all phases of the product and customer journey
  • Enjoy coaching, developing, motivating and inspiring your team
  • Are curious about new technology and how it can benefit our customers  
  • Have drive and commitment to work in a highly dynamic environment  
  • Work well independently and take responsibility and ownership
  • Have the ability to achieve great results and business outcomes through your team
  • Have a growth mindset and eagerness to learn new things  
  • Are proactive, organized, solution-oriented, structured, positive and service minded 
  • Enjoy collaborating across borders in an international environment
  • Identify with our values: Bold, Caring, Driven 

Ardoq’s Customer Support is bold, caring and driven, helping our customers in a genuine, generous, respectful, friendly and enthusiastic manner. We care about our customers and are always willing to go the extra mile to ensure their success.

What we can offer you

You’ll be part of a high growth and innovative company with offices in Oslo, Copenhagen, London, and New York. We offer many employee benefits including investment opportunities for employees, health insurance, and generous parental leave schemes. 

Ardoq's values are Bold, Caring and Driven. Living by these values is part of what makes Ardoq a great place to work. We make bold decisions that push the product and our customers forward. We nurture people's confidence to voice their opinions, offer a safe space for difficult conversations, and are constantly learning from one another. We take care of both our colleagues and our customers and empathize with the challenges they face every day. Our best work is done in an environment of mutual trust and support. We share knowledge and value diversity. We are proactive and volunteer our best effort every day. If we see a problem, we fix a problem. 

If you identify with this, we can offer you a really great place to work.

Ardoq strives to be a meaningful place to work where great colleagues meet to solve important challenges and grow fast. 

Or, know someone who would be a perfect fit? Let them know!

New York

750 Lexington Ave
10022 New York Directions View page

Why work with us?

Ardoq was founded in 2013 to provide a data-driven, SaaS platform to solve some of the biggest challenges facing organizations. Since then, we have earned our place as a leading innovator; gaining considerable recognition from customers, industry analysts, and the enterprise architecture community.

  • Build a company together

    Together, we have a unique opportunity to grow our company by 10 times in the next few years. Bring your best self and let’s climb as a team.

  • Great people

    Ardoq is a diverse team of curious, helpful, fun, and dedicated people. They’re the kind of people you're happy to spend time with every day.

  • Meaningful work

    You'll have the chance to build a meaningful workplace that fits your particular needs at Ardoq.

  • Benefits that provide safety

    We want you to live well. Ardoq's benefits package is designed to help our employees feel safe about their health, well-being, and future. Benefits include pension, insurance, flexible work time, and paid parental leave.

Workplace & culture

We're constantly building a more meaningful workplace. A place with the right mix of challenges, fun, opportunity, and impact with a diverse group of company-builders.

Wish you could meet us for a simple coffee chat? You can schedule that simply using this link: https://grabacoffee.io/ardoq

Already working at Ardoq?

Let’s recruit together and find your next colleague.

email
@ardoq.com
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