Technical Support Manager

This is a remote position.

As the Technical Support Manager you will have a strong technical background and indepth knowledge of bestinclass support practices. You will grow develop and motivate a team of technical experts and manage the daytoday operations of the Technical Support team.

Daytoday operations include facilitating the resolution of the most technically challenging cases spearheading engagement with Development Engineering and mentoring Technical Support Reps.

The ultimate outcomes you ll be contributing to are an unparalleled customer experience coupled with outstanding efficiency and efficacy.

Job Duties and Responsibilities Include:

• Deliver firstrate partner and customer satisfaction and meet/exceed all operational and satisfaction targets.
  

• Build tools and processes that proactively identify the need for Technical Support Intervention and reactively respond to situations requiring technical assistance.
  

• Lead engagement with Development Engineering and related processes for issues identified as bugs or requiring Development Engineering assistance.
  

• Conduct case reviews to help accelerate closure of support cases and to identify case handling issues; provide feedback to teams and management as needed.
  

• Provide coaching and technical mentoring to Support Reps via case reviews leading daily technical advisory meetings and in 1:1 sessions.
  

• Effectively manage a team and deliver against peoples goals such as employee growth retention and satisfaction.
  

• Ensure team readiness for supporting new products and services.
  

• Measure maintain and improve delivery processes to increase efficiency and customer experience.
  

• Plan staffing requirements and hire skilled team members to meet business goals.
  

• Provide regular employee coaching and ongoing guidance to help employees achieve career development aspirations.
  

• Analyze data and surface insights from escalations to advocate on behalf of customers drive decisionmaking to improve products and processes and drive longterm customer and partner loyalty.
  

Requirements

Minimum REQUIRED Knowledge Skills and Abilities:

• A minimum of 4 years of experience in technical support or consulting delivery with a minimum of 1 year in a managerial capacity.
  

• Bachelor s Degree preferably in a technical discipline. Master s degree/MBA is a plus.
  

• Must be a strategic thinker able to come up with outofthebox solutions while also having strong operational excellence skills to be able to drive strong execution of the team s vision and operational metrics.
  

• Strong oral and written communication skills and effective at collaborating with a wide variety of stakeholders.
  

• Ability to influence others including those outside of the immediate team.
  

• Ability to manage conflict and drive agreement on decisions for which conflicting opinions and input exist.
  

• Strong datadriven problemresolution and decisionmaking skills.
  

• Ability to proactively identify risks and dependencies and put in place plans to mitigate them.
  

• Adaptability flexibility and the conviction to do the right thing under stress high tension and tight deadlines.
  

• Experience with or understanding of largescale software deployments.
  

• Must be a strong leader with the ability to attract motivate retain and develop people.
  

• Familiarity with the security or identity management industry is a strong plus.
  

• Strong work ethic and ability to work in a fastpaced environment.