About the position:
The Support Manager will provide world-class post-sales technical support, by managing a shift of level 1-3 support engineers and team leads, all part of a cohesive hive-team unit.
You will foster an environment that is focused on customer satisfaction, continuous improvement and innovation in the transformation of highly complex customer networks.
Requirement and Preferred Skill:
Day to Day Duties
Manages Technical Team, including 1-on-1’s, and retain top talent
Leads escalation calls with customer
Ensure teams are trained on process + product
Ensure team follows the process and corrects deficiencies
Manages shift, and ensures all shifts are filled, PTO managed
Team
Manage technical support engineers
Mentor and train support engineers on the process and technical products
Retain top talent
Ensure training programs and certifications are completed
Manage team shifts, ensure proper issue handoffs
Escalations
Engage with customers on escalated support issues or critical customer situations
Send issues to proper level or get well team engaged
Technical
Become a product expert through company training, and should have a desire to excel and become an expert
Ensure the team becomes experts
Leverage the team and resources for proper issue resolution
Understanding of Linux , Networking, Cloud Computing and Database concepts. Ability get Hands on issue resolution if team needs help.
Administrative
Maintain ticket database, logging issues, and customer interactions
Ensure the support process is closely followed, work with the team on corrections
Ensure SLAs are met
Details
Limited travel – typically only for company training or meetings
Other Skills:
3+ years support manager experience
Proven escalation management experience
People management experience including strong soft skills
Very strong verbal and written communication skills (English)
Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications.
Minimum 3 years experience working as Support Engineer/ Sr. Support Engineer supporting application or networking or web security products
How to Apply: