Warmboard Inc., located in Scotts Valley, is the premier radiant floor heating brand in North America. We’re renowned for the quality and performance of our products.
Though not a requirement, the ideal candidate has hands-on experience in residential construction.
What you’ll do:
Team Leadership & Execution
- Lead ongoing training and development of Technical Support team members
- Coach the team to deliver high-quality technical support
- Serve as an escalation point for complex issues, stepping in directly when needed to support customers and the team
- Guide day-to-day execution, ensuring issues are handled efficiently based on complexity
Technical Support Operations
- Oversee daily support across phone and email channels, with a strong emphasis on a phone-first support model
- Build and reinforce best practices for handling real-time customer interactions over the phone, including troubleshooting, communication, and de-escalation
- Act as a hands-on leader, stepping in during peak times and complex situations
- Drive effective troubleshooting across hardware, software, and system-related issues
- Own and optimize case management workflows to improve resolution speed and consistency
Process & Cross-Functional Collaboration
- Partner with Product, Engineering, and Quality to improve troubleshooting workflows and system reliability
- Build and manage Help Center and knowledge base content to improve self-service and internal support
- Identify trends and provide feedback to drive product and process improvements
Reporting & Continuous Improvement
- Analyze support metrics to identify gaps and improve performance
- Forecast staffing needs and ensure proper coverage
- Continuously refine processes, tools, and documentation to improve efficiency and scale
- Continuously look for opportunities to streamline workflow, automate repetitive tasks, and enhance customer experience
Who you are:
- 5+ years of experience in technical support or support engineering
- 3+ years leading teams in a hardware + software environment
- Strong hands-on troubleshooting across devices, systems, and integrations
- Experience in a phone-first support environment with real-time coaching
- Proven ability to build and scale support processes, workflows, and infrastructure
- Strong understanding of case management, escalations, and SLA-driven support
- Experience building and maintaining Help Center/knowledge base content
- Ability to partner with Engineering, Product, and Business Systems
- Analytical mindset with a focus on improving performance through data
Bonus Points For:
- Experience supporting connected devices, hardware, IoT, or mission-critical systems
- Background building or scaling a technical support organization in a high-growth environment
- Experience developing Help Center/knowledge base strategy and content
- Experience working cross-functionally with Engineering and Product to resolve systemic issues
- Strong analytical background with experience using support metrics to drive improvements
To apply, please submit your resume via email at recruiter@warmboard.com