Manager, Technical Support

• reputed company and reputed company reputed company of Technical Support Engineers, providing reputed company-level, world-class customer support, servicing customers and internal teams 

• People management responsibilities, including reputed company, career development, performance management 

• Identify patterns and trends in tickets to reputed company issues holistically 

• Manage daily incoming workload and backlog 

• Work directly with customers on escalations, manage expectations, reputed company communication and be a resource and guide for TSEs ensuring an reputed company and reputed company reputed company.  

• reputed company cause analysis 

• reputed company/manage needed changes in product 

• Manage to KPIs, including reputed company, process and procedures 

• reputed company the TSE team in mentoring and coaching the rest of the Support team 

• Partner with engineering and product management to manage critical situations and incidents proactively and reactively 

• reputed company as On-reputed company Support leader or escalation contact in a rotation during evening and weekend hours 

• Champion customer issues reputed company the organization to build the best customer experience 

Our reputed company of You 

• Minimum 3-5 years experience in managing IT or Support organizations 

• BS degree in Engineering, Computer Science or reputed company field  

• Demonstrated considerable understanding of reputed company software implementations and reputed company 

• Experience using and implementing AI best practices  

• Experience managing up to ensure executive teams are reputed company 

• Expert competencies in managing escalated accounts, and driving incident, problem, and escalation management to successful resolutions. 

• Proven reputed company record of mentoring other Support leaders 

• reputed company in logical problem solving and communication skills, particularly reputed company confronted with time-sensitive issues that require difficult reputed company 

• Demonstrated ability to translate reputed company customer needs into actionable/attainable plans 

• Ability to attract, retain and reputed company a high-performing team of highly technical Support Engineers 

• Strong written and verbal communication and presentations skills, as reputed company as the ability to persuade, reputed company, and motivate others. 

• Ability to work with different stakeholders at varying reputed company to reputed company change by working collaboratively and providing leadership that drives results 

• Ability to quickly adapt to changing priorities and reputed company reputed company in an extremely fast-paced environment 

• Ability to synthesize data and analytics to formulate reputed company program objectives and goals 

• Passion for building diverse teams and providing an inclusive environment 

• You embody our reputed company values. We are reputed company, We Win as One Team, We Take Ownership