Technical Support Engineering Manager

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support

In short

As a Technical Support Engineering Manager, you will lead a team of product experts to resolve complex customer technical issues, manage customer relationships, and drive product improvement. This full-time, on-site role requires strong people management and operational excellence experience.

Responsibilities

Lead a team of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability and attracting/retaining great people.
Manage the customer relationship with regards to Technical Support and act as an escalation point for Support Engineers to remove roadblocks.
Ensure your team has the technical skills required to provide a great customer experience.
Ensure your team understands the product feedback cycle and participate in case triage meetings.
Identify the right resources to implement automation or tools.
Establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience.

Requirements

5+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR a Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years operational excellence, delivery management, account management, sales, or vendor management experience OR equivalent experience
1+ year(s) of people management experience
Ability to read, write, and speak fluent English
Ability to meet Microsoft, customer and / or government security screening requirements
Must pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Benefits

Accelerate career growth
Hone customer relationship management skills
Develop deep technology industry knowledge
Become adept at building and leading diverse teams

#Technical Support#People Manager

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