- Lead an assigned group of customer support engineers and guide the team toward departmental goals.
- Conduct performance evaluations, provide feedback, and support team members’ professional development.
- Monitor response time, resolution time, and customer satisfaction metrics, then implement corrective actions.
- Review support queues to manage issues within SLA timeframes.
- Respond to escalated issues from customers and internal groups.
- Identify opportunities for automation, process improvement, and security.
- Ensure engineers complete compliance documentation and configuration checklists.
- Hold weekly support team meetings and perform triage as needed.
- Collaborate with other departments to address customer inquiries and resolve issues.
Process improvementCustomer support