Title:  Manager, Technical Support

Job Summary

In NetApp’s Support organization, we aspire to be the standard by which other support organizations are measured. We drive towards this vision by continuously improving the support experience by learning from every interaction. This Technical Support Manager position oversees the Hardware and Metrocluster team and manages and enables our support specialists who are diagnosing, troubleshooting, and repairing one or
more of the following: software systems/applications and networking systems. You will have the opportunity to supervise engineers who respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. The Technical Support Manager establishes and maintains lines of communication with multiple organizations and selects, develops, and evaluates personnel to ensure the efficient operation of the function.

* Opportunity can be located at our Research Triangle Park (RTP), NC, or Wichita, KS, location. We currently offer a Hybrid work environment with required time in office.
* Hours are typically 7am Eastern to 4pm Eastern/6am Central to 3pm Central.

Job Requirements

• Lead Technical Support Engineers and Escalation Engineers, who are diagnosing, troubleshooting, and repairing complex customer issues related to products and solutions across the NetApp product portfolio
• Customer service experience working with customers in high-stress or ambiguous situations on complex problems, often technical in nature
• Experience leading teams of 8-12 individuals
• Experience in cross-organization collaboration and communication skills
• Experience hiring, managing, and developing employees
• A continuous improvement mindset with the desire to learn and grow
• Ability to work in a fast-paced, reactive, changing, and sometimes demanding atmosphere
• Skilled at talent management, including assessment, deployment, development, reward, and retention
• Implement strategies focused on driving continual improvement to Support delivery and the overall customer Support experience
• Recruit, train, and develop staff to support cloud data services and aaS offerings
• Achieve/exceed quarterly goals (i.e., response time, resolution time, customer satisfaction, etc.)
• Oversee regular operational reviews, including performance reporting and continuous improvement progress
• 3+ years team management experience (relevant supervisory, leadership, or management), with a proven ability to supervise delivery activities, implementations, and change

Education

• A minimum of 5+ years of relevant professional experience, including 3+ years of management/leadership/supervisory experience in a fast-paced, high-change, customer-facing support environment
• Preferred background includes experience in the field of technical support as well as experience managing a cloud or SAAS support team