Job Summary

A software company has an open position for a Telecommute Technical Support Senior Manager.

Candidates will be responsible for the following:

• Managing a team within our growing Global Technical Support organization by providing leadership to the team's technical staff, interfacing with Engineering on customer-impacting fixes and enhancements
• Leading efforts in developing and implementing world-class technical support services, knowledge base content, best practices and methodologies to deliver unsurpassed service and support
• Assessing and evaluating processes, technology, and team skill sets to identify gaps and partner with enablement teams on opportunities for advancement

Qualifications Include:

• BS or MS degree in CS, MIS or equivalent discipline
• Minimum of 10+ years of technical support and service management experience; with a minimum of 6-7 years in a supervisory role
• Experience managing Enterprise support in a large and complex environment in a web-based service and technology
• Customer-first mindset with demonstrated ability to provide exceptional internal and external customer care
• Proven capability of delivering on departmental goals and key metrics
• Ability to present problem resolution, root cause analysis, and corrective actions to customer facing teams and customers when warranted