Title:  Senior Technical Support Manager

Job Summary

The Senior Manager for Technical Support is an individual who leads and motivates employees to drive customer loyalty by evolving the support experience to exceed dynamic customer expectations.

This position requires a dynamic, hard-working and ambitious leader, who will push the boundaries of excellence and always look for ways to improve.  The senior manager will be responsible for a team of senior escalation engineers, technical support managers and their extended teams. 

They will establish and maintain lines of communication and escalation with Level 2 Technical Support teams on design, reliability, and maintenance issues. Additionally, they will ensure that engineers are current with the latest upgrades and/or new releases and may be involved in customer installation and training programs. The senior manager will select, develop, and evaluate personnel to ensure the efficient operation of the department.    

This opportunity is based in Cork, Ireland, and the position reports to the Senior Director. 

Job Requirements

-Managing many tasks for multiple large groups, a department or departments, or a function in the global geographic area.
-Ability to influence regional and global strategy and policy.
-Make data driven decisions that carry significant operational and/or financial impact.
-Ability to identify customer self-services and enablement opportunities.
-This individual must work effectively with Staff to Vice President and Customer Executive Levels
-Partner with engineering to identify product enhancements, advocate on behalf of Customers, to improve the overall Customer Experience 
-Customer service experience working with customers in high stress or ambiguous situations on complex problems.

-An understanding of the product development cycle, technical requirements, and project management.

-Experience with, or overall understanding of:

Compute, Storage, Hardware
Networking (SAN/NAS) such as NFS, remote file sharing protocol, CIFS Windows remote file sharing, TCP/IP networking, RAID etc
Understanding of Cloud Services
Virtualization and Container Technology

-Experience with developing budgets and predicting project costs.

-Drive cross-functional collaboration, fostering community and mentorship.
-Exposure to AI-Powered technology and capabilities

Education

-BS/BA degree or equivalent related education/training/certifications and experience

-10+ years of applicable industry experience including a minimum of 5 years of people management experience with direct oversight of direct reports.

-Additional language skill ( German, French, Spanish, Italian, Hebrew) is an advantage.