Green Visor Capital

Management Company, LLC

Technical Support Manager at CrowdStreet
Portland, OR, US

Founded in 2013, CrowdStreet is the premium provider of online commercial real estate investment marketplace, technology and professional services.  Our online marketplace enables investors to directly access institutional-quality commercial real estate offerings with CrowdStreet’s best-in-class technology platform.  For CRE firms, CrowdStreet Connect provides a platform to manage investors and investments, and to raise capital to grow their business. CrowdStreet maximizes opportunities for investors by diversifying outside of the traditional avenues of the stock market, better distributing risk and fundamentally transforming real estate investing through technology.  Together, we are creating a community where individual investors and CRE firms are working together to maximize wealth through commercial real estate. With more than 100,000 investors now on its platform, and double digit year-over-year growth over the past 3 years, CrowdStreet has emerged as a leader in the space.

To support our company’s rapid growth, we are hiring a Technical Support Manager reporting to the Sr. Customer Success Manager to join our team and assist us in building a world-class customer support organization.

What You'll Be Doing

  • Provide our Customers (real estate sponsors and investors) and partners with excellent remote technical and customer support

  • Partner with the Customer Success team to triage and resolve real estate sponsor’s technical support issues.

  • Partner with the Investor Relations team to triage and resolve CrowdStreet marketplace investor’s technical support issues.

  • Build and manage processes and procedures to meet SLAs and Support KPIs.

  • Build and manage processes and procedures to  triage, investigate or escalate, and resolve customer support issues on the CrowdStreet platform and from third party services integrated into the platform including: DocuSign, VerifyInvestor, SendGrid, Celery, Sentry, and AWS.

  • Use your strong SQL skills to research product data issues and write scripts to fix data problems.

  • Partner with the Product team to identify and escalate high and critical defects for expedited resolution.

  • Identify product defects, document issues in Jira and partner with Engineering and Quality Assurance teams to identify root causes and workarounds.

  • Manage Zendesk environments to provide ideal customer experience and as  a tool to manage issues to resolution.

What We Must Have

  • Bachelor’s degree in Computer Science, Computer Engineering or relevant field. Commensurate experience may be accepted in lieu of a degree.

  • 5 years of direct experience in a fast-paced technical support role.

  • Minimum of one year experience managing direct reports

  • Experience supporting SaaS applications for customers.

  • Demonstrated ability to work with internal and external teams to complete project tasks and track statuses.

  • Proven ability to master the intricacies of a complex SaaS application and lead customer training.

  • Customer-centric attitude to listen with empathy and the ability to explain technical issues to somebody who is not an expert.

  • Technical skills necessary to conduct root cause analysis, including relational database understanding, good SQL experience and a problem solving mindset

  • Experience using SQL to identify root causes of data related issues, and write/execute scripts to resolve data problems

Not Required, But Nice to Have

  • Commercial Real Estate industry experience

  • Finance or Business background 

  • Experience implementing, configuring and/or using accounting, ERP, banking, financial or business management solutions

  • Experience with Trello, Basecamp, Asana or other project management tools

How to Apply

Please submit your resume online with a cover letter stating: 1) Why you’re passionate about working for CrowdStreet, and 2) A brief summary of how you meet each of our qualifications (including the “nice to haves”). The best way to do this is to copy/paste the requirements bullets and put a brief answer after each summarizing your relevant experience. Thank you for your interest in CrowdStreet!