Home
Communities
Companies
- Companies
  
  Discover best places to work
- Compare Companies
  
  Compare & find best workplace
- Add Office Photos
  
  Bring your workplace to life
- Add Company Benefits
  
  Highlight your company's perks
Reviews
- Company reviews
  
  Read reviews for 6L+ companies
- Write a review
  
  Rate your former or current company
Salaries
- Browse salaries
  
  Discover salaries for 6L+ companies
- Salary calculator
  
  Calculate your take home salary
- Are you paid fairly?
  
  Check your market value
- Share your salary
  
  Help other jobseekers
Interviews
- Company interviews
  
  Read interviews for 40K+ companies
- Campus placements
  
  Interviews questions for 1K+ colleges
- Share interview questions
  
  Contribute your interview questions
Jobs
Awards

RATE NOW!
- ABECA 2025
  
  RATE NOW!
  
  AmbitionBox Employee Choice Awards - 4th Edition
- ABECA 2024
  
  AmbitionBox Employee Choice Awards - 3rd Edition
- AmbitionBox Best Places to Work 2022
  
  2nd Edition
- AmbitionBox Best Places to Work 2021
  
  1st Edition

Add office photos

Employer? Claim Account for FREE

Tableau Software

Compare

3.3

based on 3 Reviews

4 Tableau Software Technical Support Engineer Jobs

Manager, Technical Support Engineering

Tableau Software

3.3

based on 3 Reviews

10-15 years

Hyderabad / Secunderabad, Bangalore / Bengaluru

1 vacancy

Manager, Technical Support Engineering

Tableau Software

posted 16d ago

Job Role Insights

Flexible timing

Key skills for the job

Salesforce Project Management Analytical Chemistry CRM PMP Six Sigma

+ 3 more

Job Description

MANAGER TECHNICAL SUPPORT : A Technical Support Manager is responsible for ensuring the success of our customers by effectively managing a team of Support Engineers (Salesforce Technical Experts) along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals, and project management processes. Apart from day-to-day activities, the candidate is expected to be involved in strategic planning to grow the team, run projects of organisational importance, guide / mentor next cadre of leadership as per Salesforce values, while being a face of organisation to the wider world The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class support services.

Location: Hyderabad

Work Hours: We are a 24x7 Support Hub, the candidate hence needs to be ready to work in any shift available and be ready to change shifts based on business requirements from time to time.

Experience/Skills Required:

Overall work-experience of 10+ years, Strong people management expertise of at least 4 - 5+ years in technical support management roles.
Strong Experience in managing technical support professionals.
Experience with support tools and phone systems.
Excellent written and verbal communication skills.
Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.
Continuously improves on what defines customer service delivery.
Excellent situational awareness in handling objections in dynamic customer environments.
Leading cross-functional collaboration across global teams
Self-motivated, takes initiative, assumes ownership and runs programs with minimal supervision
Drive customer engagement across peers and senior management
Ability to address and effectively engage large audiences and hold their interest
Strong Executive presence and excellent convincing skills; ability to hold own point of view in tough conversations
Provide guidance, mentoring, training and delegate responsibilities to managers enabling their professional growth and development
Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management
Strong Issue management experience with multiple collaborators including customers and product teams
Demonstrate strong work ethic and advanced organizational skills
Ability to develop and deliver creative business solutions for complex problems
Ability to attract, hire and retain impactful support professionals
Ability to work on competing priorities under timelines and delivery pressures. Analytical bent of mind to understand data and derive actionable insights

Detailed Role & Responsibilities:

We are a 24 hrs 7 days a week 365 days center and hence would need candidates who are open to work any shift based on business requirement including Saturday and/or Sunday.
Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals
Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers
Ensure the delivery of high-quality technical and soft-skills training for direct reports
Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals
Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
Manage workflows and schedules for direct reports and ensure adequate workload coverage
Deliver regular reports that provide qualitative and quantitative descriptions of business performance
Manage key processes including FAQ analysis, case reviews, and customer feedback analysis
Develop and maintain Support procedures and policies
Advocate for customers and define ways to continually contribute to the customer experience
Serve as a manager, mentor, knowledge resource, and critical issue point for support agents; Build credibility and trust within the support group
Foster and facilitate the professional growth and development of team members
Empower and install confidence in team members to enable them grow
Flexibility to work in staggered shifts, where weekly-offs are not Saturday and Sunday but two consecutive days from the other five weekdays
Work as Duty Manager on rotation or as per business needs handling customer partner concerns and priority issues
Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management