• Management Experience:
• Proven experience in managing a technical support team
• Ability to lead and mentor team members
• Technical Expertise:
• Familiarity with cloud computing, software, Java Development, and related technologies
• Customer Focus:
• Dedication to ensuring customer satisfaction
• Experience in handling partner concerns and resolving sophisticated issues
• Communication Skills:
• Excellent written and verbal communication skills
• Ability to explain technical concepts to non-technical partners
• Problem-Solving:
• Strong analytical and problem-solving skills
• Capacity to identify and address technical issues efficiently
• Process Improvement:
• Experience in implementing and improving support processes
• Ability to optimize workflows for efficiency
• Team Collaboration:
• Collaboration with multi-functional teams, including Sales, Consulting, CSM, TAM, Program Management, and Product Management
• Documentation:
• Keeping records and documentation up-to-date

Desirable

• A Technical Support Manager is responsible for ensuring the success of our customers by effectively managing a team of Technical Engineers along with associated support projects and processes
• This role involves handling critical customer issues, career development of individuals, and project management processes
• The successful candidate will be customer-obsessed, independent, self-motivated, proactive, results-oriented, influential, experienced in dealing with business leaders and company executives and be able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services
• Will report directly to the Director of Technical Support, based in Bengaluru, India
• Manage a team of highly skilled multi-lingual support engineers that are located in Dublin to handle daily case volume and major customer issues
• Hire, develop and evaluate personnel to ensure an efficient business operation
• Conduct regular 1:1 meetings and formal reviews with team members to supervise progress, set expectations and mentor and develop employee skills
• Receive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolution
• Identify and implement changes to methods, processes, systems and technologies to improve operational metrics
• 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 evaluations 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
• Lead workflows and schedules for direct reports and ensure adequate workload coverage
• Deliver regular reports that provide qualitative and quantitative descriptions of business performance
• Lead key processes including FAQ analysis, case reviews, and customer feedback analysis
• Advocate for customers and define ways to continually contribute to the customer experience
• Develop and facilitate the professional growth and development of team members
• Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues
• Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management