Sydney, Australia

About Karbon

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 16 hours per week, per employee.

We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada and the United Kingdom. We are well-funded, ranked #1 on G2, have a fantastic team culture, are growing rapidly, and making a global impact.

We are seeking a Support Engineering and Incident Manager to lead our technical help desk, manage global support teams, and oversee incident resolution. Your role will involve balancing immediate technical troubleshooting with long-term solutions, fostering a productive team environment, and ensuring continuous service improvement. Ideal candidates will excel in dynamic settings, prioritize effectively, and champion a culture of excellence and inclusivity.

About this role

Leading a team of global Support Engineers, some of your main responsibilities will include:

Leadership and Oversight: Spearhead our support engineering help desk, providing unwavering support to the Customer Team and operational agents, enabling them to resolve customer issues with precision and care.
Global Team Management: Direct a worldwide team of support engineers, utilizing a follow-the-sun model to ensure uninterrupted service and support around the clock.
Incident Management Excellence: Take charge of production incidents with adept escalation, war-room leadership for swift resolution, and the facilitation of insightful postmortems.
Software Release Coordination: Lead the software release train, ensuring smooth and efficient rollouts that align with our operational goals and customer expectations.
Agile Practices: Facilitate team ceremonies and efficiently manage backlogs, embodying agile principles to enhance team performance and product delivery.
Priority Management: Masterfully manage priorities, finding the perfect equilibrium between addressing immediate issues and tackling the root causes to prevent future occurrences.
Culture and Improvement: Cultivate a healthy, safe, and inclusive team environment that not only allows our team to thrive but also fosters continuous improvement and growth.

About You

Candidates with the following characteristics and experience are encouraged to apply:

Worked previously in a Support Manager/Helpdesk Manager position
Knowledge and understanding of Agile methodology practices and concepts based on Scrum
Proactive in nurturing a team’s professional development
A good technical understanding and experience with SQL
Team player with excellent communication skills and a proactive approach to problem-solving
Ability to manage and lead a global team dealing with queues of varying tickets
Care about the outcome for customers and have a genuine interest in ensuring successful customer outcomes
Proficient at navigating and optimizing ticketing systems such as Intercom, Zendesk, or Salesforce
Experience managing simultaneous projects.

Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role!

When we look for talent to join our team, we want unique, creative, and amazing people that align with values, and help us build a world-class product and company.

Diversity and inclusion are fundamental to who we are, and what has always made us tick.

We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions, that may hinder inclusion in the organization.

Generally, if you are a good person, we want to talk to you. 😛

If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at [email protected] for a confidential discussion.

At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!

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