Manager Technical Support

Description

• Manage support teams in India, providing 24/7/365 support to global customers and partners. 
• Ensure a best-in-class customer experience through consistent responsiveness and monitoring. 
• Develop and maintain operational metrics for the support organization, focusing on case management, knowledge sharing, and quality of escalations. 
• Conduct people management activities, including regular one-on-ones, career planning, and annual focal reviews. 
• Oversee customer escalations, ensuring effective situational management and communication with the leadership team on progress and plans. 
• Collaborate actively with sales, product management, engineering, and other business units as required. 
• Utilize analytical problem-solving skills to apply innovative thinking and drive continuous improvement in customer experience. 
• Manage customer escalations and communications effectively, demonstrating account and project management skills. 
• Research relevant subjects to enhance knowledge and support the commitment to continuous improvement. 

• 8+ years of experience in a customer support management role, ideally in a technical support capacity. 
• Bachelor’s degree in Computer Science or Engineering preferred. 
• Proven experience managing a team of over 5 direct reports in a technical support environment. 
• Familiarity with tools such as CRM, Knowledge Base, and ACD systems. 
• High level of oral and written communication skills, with a focus on escalations management and project coordination. 

• A strong leader who fosters a culture of customer and employee satisfaction within the team. 
• Analytical and innovative thinker with a track record of solving complex problems. 
• Excellent communicator who can effectively collaborate with cross-functional teams. 
• Committed to continuous improvement and capable of driving operational excellence. 
• Enthusiastic about building a diverse and inclusive work environment, welcoming candidates from all backgrounds.