Manager, Customer Support Engineering
New
F
Fivetran Data infrastructure
Remote, Australia, APACFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- Project ManagementSQLTechnical supportSaaS
Requirements
- Extensive experience in technical support or engineering, preferably with enterprise-level customers in a SaaS environment.
- Proven track record of building and leading high-performing technical support or engineering teams.
- Exceptional problem-solving skills with a capacity to handle complex technical issues.
- Excellent communication and interpersonal skills, capable of navigating diverse cultural and regional nuances.
- Adeptness at project and program management.
- Experience with analytics engineering tools and processes (preferred).
- Familiarity with SQL, including reading, interpreting, and writing queries (preferred).
- Background in collaborating with engineering and product teams to build scalable solutions for bug triage and investigation (preferred).
Responsibilities
- Lead and develop a team of Customer Solutions Engineers across the APJ regions.
- Strategize and implement support processes to enhance support operations and issue resolution.
- Foster a culture of continuous learning and professional growth within the team.
- Collaborate with cross-functional teams to drive product adoption and enhance customer satisfaction.
- Monitor and analyze team performance, providing feedback and coaching to improve effectiveness.
- Advocate for customers by ensuring feedback influences product development.
- Offer hands-on support and guidance to customers and team members.
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