Technical Support Manager

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Requirements:

• Bachelor's degree in Computer Science, Maths or related fields.
• 5 or more years managing a Support team in an infrastructure software company.
• Experience managing Technical Support Engineers in multiple geographies.
• Strong understanding of SaaS platforms and Cloud Infrastructure such as AWS, GCP, and Azure.
• Excellent leadership and management skills.
• Familiarity with CRM and customer support software such as Zendesk.
• Exceptional communication, interpersonal, and decision-making skills.
• Ability to analyze data and create strategies based on findings.

Responsibilities:

• Directly manage daily operations of the global Support team, ensuring optimal performance and customer satisfaction.
• Deliver customer service policies, standards, and procedures to foster exceptional service experience.
• Maintain round-the-clock coverage schedule to achieve excellence in SLA attainment.
• Work with HR partners to recruit and retain the best Support Engineer talent.
• Collaborate internally with Sales, Product Management, and Engineering to expedite issue resolution and capture customer feedback.
• Drive continual improvement in our customer support platform and processes.
• Track and report on customer behaviour, satisfaction levels, and team performance.