Job Summary

A company in the Information Technology industry is looking for a Head of Solutions Support Engineering.

Position Responsibilities

• Build and manage a team of Support Engineers to deliver excellent technical support to customers and partners
• Engage customers and partners directly along the customer journey and effectively manage escalations
• Advocate for the investment in process, tooling, and monitoring to anticipate and proactively address customer needs

Required Qualifications, Training and Education Level

• Experience in customer-facing operations and managing a technical support team in a technology company
• Experience with cloud platforms and technologies
• Experience reducing customer support contact rate through product improvement, documentation, self-service efforts, customer-facing tooling, and automation
• Experience in management and technical development, quality, and operations
• Experience in attracting talent, scaling an organization, developing leaders, and building an effective team