DeltaTrak, Inc. invites you to join a global innovator in cold chain management solutions. In this Cloud Services and Technical Support leadership role, you will guide teams responsible for cloud data services, customer onboarding, enablement, training, reporting, integrations, and advanced diagnostics, delivering an end-to-end customer experience across DeltaTrak’s cloud platform and connected devices. The position is onsite in Modesto, CA, with a salary range of USD 85,000 to 95,000 per year, plus a comprehensive benefits package including retirement and health coverages.
As Cloud Service Technical Support Manager, you will oversee the technical support team that manages cloud data services, onboarding, enablement, training, reporting, integrations, and advanced diagnostics. The role requires close collaboration with operations, quality, and engineering escalation teams to sustain a seamless, quality-focused customer experience across DeltaTrak’s cloud platform and connected devices.
Responsibilities
- Direct and grow the Cloud Services group, including Managed Services, and the Customer Technical Support team with a focus on constructive development and service quality.
- Clearly define roles, escalation paths, and performance expectations across the organization to drive accountability.
- Act as the main escalation contact for issues involving cloud services, integrations, and connectivity.
- Maintain consistent, professional communication with customers during incidents, escalations, and resolutions.
- Own the day-to-day operations of DeltaTrak's cloud platform, including availability, configuration, monitoring, and managed service delivery.
- Lead customer onboarding efforts, validating platform setup, configuration, and production readiness.
- Provide training and enablement on platform features, dashboards, alerts, and reporting.
- Perform advanced diagnostics by examining logs, metrics, and system data, including running queries on internal databases to identify issues and solutions.
- Supervise first-line support for cloud applications and connected devices.
- Ensure timely handling of inbound calls and emails with effective troubleshooting support.
- Escalate complex platform, data, or integration issues to engineering as appropriate.
- Maintain compliance with DeltaTrak’s Quality Management System, including ISO 9001 and applicable GMP requirements.
- Oversee SIM management across deployments: monitor status, health, and activity; track usage and billing; identify anomalies or opportunities for cost optimization.
- Ensure reliable delivery of customer reporting: monitor automated reports for accuracy and timeliness, produce manual or customized reports for key customers, and support reviews and audits.
- Collaborate with Engineering, QA, Product, Sales, Marketing, and Field Operations to translate customer needs into improvements.
- Support product releases, customer readiness, and go-to-market activities as part of cross-functional efforts.
- Own service tooling, ticketing systems, dashboards, KPIs, and reporting; maintain accurate service documentation, SOPs, and escalation workflows.
- Drive continuous improvements in service quality, efficiency, and overall customer experience, aiming for high CSAT/NPS, adherence to SLAs, and faster resolution times.
- Facilitate successful customer onboarding and increased platform adoption; reduce recurring platform, SIM, and device issues; improve SIM usage and billing visibility.
- Ensure on-time, accurate delivery of customer reports and maintain strong audit outcomes for ISO and GMP compliance.
- Foster healthy team engagement, retention, and performance across the department.
Requirements
- Bachelor’s degree or equivalent practical experience.
- 7 to 12 years in cloud services, SaaS operations, managed services, or technical support.
- 3 to 7 years leading technical or customer-facing teams.
- Experience using a CRM system such as Salesforce.
- Strong understanding of cloud platforms, APIs, SaaS applications, and incident management.
- Ability to analyze system data and run queries against databases to support troubleshooting.
- Experience with service management tools such as Zendesk, Jira Service Management, ServiceNow, etc.
- Experience operating in regulated or quality-controlled environments is preferred.
Technologies
- Salesforce
- Zendesk
- Jira Service Management
- ServiceNow
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
About DeltaTrak: DeltaTrak is a global innovator in cold chain management solutions, delivering real-time monitoring, cloud applications, and advanced analytics for temperature-sensitive supply chains. Our solutions help customers maintain product integrity, meet regulatory requirements, and operate reliable global logistics networks.
