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Manager, Technical Support - Mexico City

Mexico City, Mexico (On-site)

Manager, Technical Support - Mexico City

1 Month ago • 8 Years +

About the job

4 skills required for this role

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employee-satisfaction

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cross-functional

problem-solving

Job Description

Gigamon is seeking a Technical Support Manager to lead a team of engineers providing 24/7/365 support to global customers and partners. The role involves managing support teams in Mexico, ensuring high customer satisfaction, developing operational metrics, and managing customer escalations. The ideal candidate will have 8+ years of experience in customer support management, a proven track record of leading teams, and excellent communication and problem-solving skills.

Must have:

8+ years of experience in customer support management
Experience managing a team of 5+ direct reports
Familiarity with CRM, Knowledge Base, and ACD systems
Excellent communication and problem-solving skills

Good to have:

Bachelor's degree in Computer Science or Engineering
Experience in a technical support capacity

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Description

At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.

We are seeking a Technical Support Manager to lead a team of Technical Support Engineers dedicated to providing post-sales support to Gigamon end users and partners. This in-office position is based in Mexico City and requires a strong ability to manage both technical and managerial tasks while working effectively under pressure. You will play a crucial role in maintaining high customer satisfaction levels across Gigamon’s install base and fostering employee satisfaction within the team.

What You’ll Do:

Manage support teams in Mexico, 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.

What You’ve Done:

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.

Who You Are:

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.

We are committed to a diverse, equitable, and inclusive Gigamon. As an equal opportunity employer all applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic under applicable federal, state, and/or local law.

Gigamon fosters a business culture dedicated to equitable hiring. If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.

#MEXICO

#MEXICOCITY

We are committed to a diverse, equitable, and inclusive Gigamon. As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic under applicable federal, state, and/or local law.

The privacy rights of all individuals including job applicants and candidates are very important to us. Our Gigamon Applicant Privacy Policy, will inform you about how Gigamon Inc. and its direct and indirect subsidiaries collect, use, store, or otherwise process personal information about job applicants and candidates, including through your access and/or use of our careers website and third-party job websites (e.g. LinkedIn, Indeed, Glassdoor, Naukri, etc.).

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