Manager, Technical Support Engineering

• Lead, coach, and mentor a team of customer support specialists and engineers.
• Ensure timely and efficient resolution of customer issues.
• Conduct performance evaluations, set goals, and drive performance improvements.
• Operational Excellence:
• Oversee daily support operations, including managing ticketing systems, monitoring KPIs, and enforcing SLAs.
• Ensure proper handling of customer inquiries, complaints, and escalations.
• Implement and optimize processes to improve service quality and efficiency.
• Monitor real-time customer issues to identify trends and resolve recurring problems.

• Maintain high levels of customer satisfaction through continuous monitoring of customer feedback.
• Work with product and engineering teams to ensure effective issue resolution and product improvements.
• Manage escalations and provide timely resolutions for high-priority customer issues.

• Prepare and present regular reports on support team performance, customer issues, and other relevant metrics to senior management.
• Analyze key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
• Forecast and manage the team s workload and capacity planning.

• Coordinate with cross-functional teams (product, engineering, sales) to streamline customer support processes.
• Provide insights on customer pain points to drive product improvement initiatives.
• Collaborate with global support teams to ensure consistency and alignment in support strategies.

• Develop and implement training programs for support team members to enhance their skills.
• Stay up-to-date on product knowledge and ensure the team is informed about new product updates and features.

• Education: bachelors degree in Business, IT, Engineering, or a related field.
• Experience:
• 5+ years of experience in a customer support/technical support role, with at least 2 years in a leadership or management position.
• Proven experience managing a team in a fast-paced, customer-centric environment.

Skills:

• Strong leadership and team management skills.
• Excellent communication, both written and verbal.
• Proficiency in support management tools (Zendesk, Freshdesk, JIRA, etc).
• Strong analytical and problem-solving skills.
• Ability to work under pressure and handle escalations effectively.
• Experience with cloud products, SaaS solutions, or technical troubleshooting is a plus.

• Strong customer empathy and commitment to service excellence.
• Collaborative mindset and ability to work in cross-functional teams.
• High level of emotional intelligence and interpersonal skills.
• Ability to prioritize tasks in a dynamic environment.

• Experience in handling global customers and working in different time zones.
• Knowledge of technical support in software, IT, or telecom sectors