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Title:  Mgr, Technical Support

Location:  INDIA - Bangalore
Requisition ID:  2635

Job Summary

The Technical Support Manager is a highly motivated, self-directed leader who has a desire to work in a rapidly evolving data management and storage industry , ensuring operational excellence and our customers success. This individual must possess excellent analytical and communication skills and have the desire to deliver outstanding support. The candidate will be  managing a team of 10-12 level 2 support engineers, based in our Bangalore office, whose focus will be to provide level 2 support , meet SLAs consistently while delivering best in class support and ensure that customer issues are quickly resolved by mobilizing the right resources.

Key Responsibilities

 

People

  • Responsible for the growth, development and enablement of your team.
  • Responsible for overseeing day to day activities of the   technical support engineers in providing assistance to customers and resellers in problem identification and resolution.
  • Review and evaluate engineer performance working closely with engineers to develop and accelerate their career paths whilst delivering an amazing customer experience.
  • Stimulate a culture of customer centricity, collaboration, learning
  • Lead, mentor, train, and drive process excellence
     

Customers

  • Should be able to motivate  the team to deliver exceptional and best in class customer support.
  • Improve the quality and efficiency of the service we deliver to our customers as a means to improve customer satisfaction.
  • Act as an escalation point for customer and partner support problems that may be raised for expedited resolution.
  • Provide managerial oversight on customer escalations to ensure necessary action towards problem resolution.
  • Should be able to communicate effectively  with senior levels in a customer organization.
     

Business

  • Manages daily activities of one or more support teams, and specializes in support targeting high-end Enterprise level customers or channel partners with advanced support needs.

  • Interface with internal engineering and other support functional teams. 

  • Participate in monthly business reviews
  • Perform continual gap analysis of overall Global Support readiness and drive development of training and enablement to address gaps.
  • Utilize metrics to trend, understand and develop strategies to improve overall customer experience.
  • Assess, evaluate and establish regional and global process, partnering with the global management team where appropriate.

Job Requirements

  • 10+ years providing customer facing product/technical enterprise support
  • 4 + years of experience in managing a enterprise technical support team in a people management role.
  • Familiarity with tools and practices of the trade such as Performance management, case management, knowledge base,  escalation management.
  • Excellent communication skills (verbal and written)
  • Fluent in English.
  • Knowledge of storage would be an added advantage.

Education

  • BS/BA degree or equivalent related experience.
  • 10+ years of overall experience.
  • 4 + years of experience in managing a enterprise technical support team in a people management role.


Job Segment: Technical Support, Manager, Engineer, Data Management, Technology, Management, Engineering, Data, Customer Service