Manager Technical Support
Salesforce.com, inc
Buenos Aires,Argentina
hace 9 días

Job Details

The MuleSoft, a Salesforce Company Cloud Platform team is looking for talented full stack engineers with a passion for building large-

scale applications and killer user interfaces. The ideal candidates must know the difference between building good products and great products.

If you know what Node.js, Angular and ReactJS are, and what the motivations for using them would be, you don’t want to miss this exciting opportunity to influence every other SaaS company out there.

Why should you join MuleSoft, a Salesforce Company?

Every major company is adopting more and more cloud services, AND building lots of apps themselves, AND publishing their own APIs.

We’re talking hundreds to thousands of integration points for a single reasonably-large enterprise to glue together. In fact, increasingly the heart of a company’s applications is in the glue itself.

And that makes for an exponentially-big problem for enterprises : how do you assemble numerous services into coherent business flows, efficiently and effectively, then operate them for months and years, and keep them up to date as all these APIs evolve?

How do you even know all the integration endpoints and flows you have at any given time?

At MuleSoft, we’re already solving this for thousands of companies, but now we’re taking it to the next level, with CloudHub : a cloud-

based environment which pairs with the widely-adopted on-premise Mule bus’ to be the nexus of an entire enterprise’s integrations.

In short, CloudHub is where modern enterprises run their integration glue. And that’s why MuleSoft has incredible momentum with some of the biggest companies in the world.

Where do you come in?

Located in our Buenos Aires office, the Manager of Technical Support is

responsible for ensuring the success of our customers by effectively managing a team frontline

and backline technical support, and associated support projects and processes. As a support

manager, you will manage case assignment and escalations, team 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.

What you’ll achieve : 3 months :

3 months :

Get to know your team and earn their trust as their manager

Hit the ground running, get to know the main Anypoint products, the support process and

tools

Get familiar with MuleSoft Service, Customers, and cross-functional stakeholders from

the global support team, engineering and customers success

Complete product and positioning training and certifications

12 months :

Manage a technical support team to achieve business objectives including the

attainment of targets for customer satisfaction, employee satisfaction, service levels,

resolution time, knowledge management and projects

Retain and develop your support team members

Hire great talents to the team

Set team goals in alignment with Global Support objectives

Drive cross-functional improvements

What you’ll need to be successful :

7+ years experience in a technical support environment, handling highly complex

technical issues with enterprise customers

Fanatic about Customer Success

3+ years at the Management level, managing technical individual contributors

Creative thinking, versatility and adaptability

Strong data-driven analytical, organizational, and problem-solving skills

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