Technical Support Manager

Job Summary

A company is looking for a Technical Support Manager.

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 to meet SLA standards
• Collaborate with internal teams to resolve issues and improve customer support processes

Required Qualifications

• Bachelor's degree in Computer Science, Maths, or related fields
• 5 or more years of experience 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 (AWS, GCP, Azure)
• Familiarity with CRM and customer support software such as Zendesk