Support Engineering Manager

Responsibilities

People Management

You lead a team/ group of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability and attracting/ retaining great people

Response and Resolution

You manage the customer relationship with regards to Technical Support and acting as an escalation point for Support Engineers to remove roadblocks and help prioritize technical issues at a global level.

Readiness

You ensure your team has the technical skills required to provide a great customer experience and you collaborate with engineering /product teams to fill document gaps regarding new and existing technology

Product/Process Improvement

You communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements

Business Integration

You identify opportunities to collaborate effectively across other teams and organizations to enable a great customer experience

Qualifications

Required Qualifications:

• 7+ years operational excellence, delivery management, account management, sales, or vendor management experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field.
• 3+ years experience of managing people in an global organization.
  

Preferred Qualifications

• Strong customer service, communication, and interpersonal skills.
• Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
• Flexibility and ability to adapt to ambiguous and changing situations.
• Ability to manage high pressure situations.