Thumbtack

1 year ago

Manager, Application Support (Internal Tools)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Lead Thumbtack’s Application Support team for internal tools, owning support for systems like Salesforce and Contact Center platforms. Guide incident response and ticket queues to resolve issues within service levels, while building scalable processes to prevent repeat problems. Partner cross-functionally across IT, Engineering, Security, and Business Applications to improve identity/access, deliver internal projects, and drive a proactive support roadmap. Coach and grow a team of application support analysts.

Location: Ontario

Workplace: Remote

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•Take point on internal tools support, managing incident response and ticket queues for tools like Salesforce and Contact Center platforms to resolve issues within service levels.
•Improve support scalability by building processes to spot patterns, prevent repeat issues, and create smoother handoffs between IT and Business Applications.
•Lead and grow a team of application support analysts through direction, skill development, and a collaborative, calm culture.
•Partner with senior leaders to define and roadmap “great” application support, moving from reactive to proactive based on business needs.
•Own and deliver internal projects (onboarding new software, system migrations, and improving access/authentication) and continually improve triage, performance tracking, and stakeholder communication.

Key Requirements

•5+ years supporting business applications in a distributed, enterprise IT environment, including hands-on incident resolution and ticketing (Jira Service Management preferred).
•Hands-on technical understanding of systems such as Salesforce and telephony/contact-center platforms (Genesys preferred).
•Ability to communicate clearly across technical and non-technical stakeholders and translate requirements into plain language.
•Customer-first mindset for responsive, high-quality application support.
•Proven people leadership with coaching/mentoring skills and comfort working in Agile/ITIL environments or with formal project management experience.

Experience:5+ yearsEnterprise ITDistributed systems

Skills:CommunicationCollaborationCustomer-first mindsetCoaching and mentoringAnalytical thinking

Tech Stack:SalesforceJira Service ManagementGenesysContact Center platformsIdentity and accessAuthenticationTelephony

Company Brief

Thumbtack

Provides an online marketplace connecting local service professionals (home improvement, events, lessons, and more) with customers seeking quotes, reviews, and booking tools to hire vetted contractors and providers.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn

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Thumbtack

1 year ago

Manager, Application Support (Internal Tools)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Location: Ontario

Workplace: Remote

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•Take point on internal tools support, managing incident response and ticket queues for tools like Salesforce and Contact Center platforms to resolve issues within service levels.
•Improve support scalability by building processes to spot patterns, prevent repeat issues, and create smoother handoffs between IT and Business Applications.
•Lead and grow a team of application support analysts through direction, skill development, and a collaborative, calm culture.
•Partner with senior leaders to define and roadmap “great” application support, moving from reactive to proactive based on business needs.
•Own and deliver internal projects (onboarding new software, system migrations, and improving access/authentication) and continually improve triage, performance tracking, and stakeholder communication.

Key Requirements

•5+ years supporting business applications in a distributed, enterprise IT environment, including hands-on incident resolution and ticketing (Jira Service Management preferred).
•Hands-on technical understanding of systems such as Salesforce and telephony/contact-center platforms (Genesys preferred).
•Ability to communicate clearly across technical and non-technical stakeholders and translate requirements into plain language.
•Customer-first mindset for responsive, high-quality application support.
•Proven people leadership with coaching/mentoring skills and comfort working in Agile/ITIL environments or with formal project management experience.

Experience:5+ yearsEnterprise ITDistributed systems

Skills:CommunicationCollaborationCustomer-first mindsetCoaching and mentoringAnalytical thinking

Tech Stack:SalesforceJira Service ManagementGenesysContact Center platformsIdentity and accessAuthenticationTelephony

Company Brief

Thumbtack

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn