Manager, Global Technical Support - Mulesoft
hace 23 horas

Job Details

The Manager, Technical Support is responsible for ensuring the success of our customers by effectively leading a product-based(Systems and Infrastructure) team of Support Engineers and associated support projects and processes.

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

Responsibilities :

  • Lead 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 vital 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.
  • Lead 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 contribute to the customer experience.
  • Serve as a manager, mentor, knowledge resource, and escalation point for Support employees; Build credibility and trust within Support.
  • Experience / Skills Required :

  • Degree or Relevant Work Experience Preferred
  • Minimum of 3 years managing technical support professionals. Minimum 5 years experience in a customer-facing service delivery, technical account management, customer support management, or a similar role.
  • Experience with support tools.
  • Excellent written and verbal communication skills in Japanese, and strong verbal and written business English.
  • Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, Customer Success, Engineering and Product Management.
  • Successful track record of managing critical situations in a cross-functional environment, which includes handling difficult customers and / or customer situations.
  • 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 in a fast paced environment.
  • Strong leader without ego who can inspire, motivate and lead within a complex organization.
  • Strong ability to plan, organize, prioritize and independently solve problems.
  • Passion for solving customer issues and a champion of great customer service.
  • Excellent judgment, risk management, and issue mitigation skills.
  • Sense of urgency and the ability to make timely decisions while considering customer service, business, and technical constraints.
  • Strong negotiation and objection handling skills.
  • Ability to think creatively.
  • Versatility and adaptability.
  • Experience / Skills Desired

  • Ability to attract, hire and retain impactful support professionals.
  • Functional or technical knowledge of Cloud Platforms such as AWS, Azure, GCP.
  • Exposure to cloud-native solutions such as Kubernetes
  • Experience building or leading Developer Support teams.
  • Work hours can change depending on Business requirements. On-call duties may be required for after-hours or weekends.
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