Manager, Technical Support
MuleSoft
Buenos Aires, Argentina
hace 5 días

Job Details

The Manager, Technical Support is responsible for ensuring the success of our customers by effectively managing a team of Tier 2 support engineers and associated support projects and processes.

This role involves managing case assignment and escalations, career development, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class technical support services.

Responsibilities :

  • Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
  • Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.
  • Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.
  • Ensure the delivery of high-quality technical and soft-skills training for direct reports.
  • Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals.
  • Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
  • Manage workflows and schedules for direct reports and ensure adequate workload coverage.
  • Deliver regular reports that provide qualitative and quantitative descriptions of business performance.
  • Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.
  • Develop and maintain Support procedures and policies.
  • Advocate for customers and define ways to continually add value to the customer experience.
  • Serve as a manager, mentor, knowledge resource, and escalation point for Tier 2 Support employees; Build credibility and trust within the support group.
  • Experience / Skills Required :

  • BA or BS required.
  • Minimum of 3 years managing technical support professionals. Minimum 5 experience in a technical support role.
  • Experience with support tools.
  • Excellent written and verbal communication skills.
  • Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, Engineering and Product Management.
  • Solid, functional knowledge of software integrations.
  • Ability to understand and escalate issues efficiently and appropriately.
  • Demonstrated strong work ethic and advanced organizational skills.
  • Ability to develop and deliver creative business solutions for complex problems.
  • Ability to effectively work with tight schedules and fast paced environment. Experience / Skills Desired
  • Ability to attract, hire and retain high-performing support professionals
  • Functional or technical knowledge of web-services and Data Transformation.
  • Experience building or managing Developer Support teams.
  • We operate 24x7 which can involve working during one of the below shifts (not limited to- shift timing can change) -
  • AMER hours (Eastern Standard Time - 5.30 PM / 6.30 PM IST or Pacific Standard Time 9 PM / 10 PM IST onwards depending on Day Light Savings Time)
  • EMEA hours 12 : 00 PM / 1 PM / 2PM IST onwards depending on Day Light Savings Time
  • APAC hours 5.30 AM IST onwards
  • Work hours can change depending on Business requirements.
  • Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this

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