Technical Support Manager

Job Summary

A company is looking for a Technical Support Manager to lead their support team and optimize customer service practices.

Key Responsibilities

• Manage daily operations of the global Support team to ensure optimal performance and customer satisfaction
• Develop and implement customer service policies and maintain a coverage schedule for SLA attainment
• Collaborate with internal teams to expedite issue resolution and drive continual improvement in support processes

Required Qualifications

• Bachelor's degree in Computer Science, Maths, or related fields
• 5 or more years managing a Support team in an infrastructure software company
• Experience managing Technical Support Engineers across multiple geographies
• Strong understanding of SaaS platforms and Cloud Infrastructure such as AWS, GCP, and Azure
• Familiarity with CRM and customer support software such as Zendesk