Technical Customer Support Manager- Mexico

hace 7 meses

Monterrey, México JumpCloud A tiempo completo

**All roles at JumpCloud are Remote unless otherwise specified in the Job Description.**

**About JumpCloud**

JumpCloud® helps IT teams and Managed Service Providers (MSPs) Make Work Happen® by centralizing management of user identities and devices, enabling small and medium-sized enterprises to adopt Zero Trust security models. JumpCloud has been used by more than 200,000 organizations, including GoFundMe, Grab, ClassPass, Beyond Finance, and Foursquare. JumpCloud has raised over $400M from world-class investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike. Our teams are growing fast, too, and we're looking for talent across engineering, sales, customer success, marketing, product management, and more. Join our team of dedicated, passionate, and creative people who are eager to change the IT industry forever.

**About the Role**

As a Technical Support Manager for Tier 1, Tier 2, and Tier 3 support you will be responsible for managing and building a world-class team of Customer Support Engineers that can provide an elevated level of support to our highest priority customers. We are looking for a visionary leader with a growth mindset, empathy, and a relentless drive to exceed customer expectations each and every day. Your team will be distributed across the globe so experience managing a culturally and geographically diverse team is preferred.

**Responsibilities**:

- Provide day-by-day management for Tier 1, Tier 2, and Tier 3 Support Engineers including: reviewing customer interactions across omni-channel service, leading staff meetings, driving employee development plans, and assisting with escalations for Tier 2 and Tier3
- Analyze data to drive performance and eliminate friction points for customers
- Act as a customer and partner advocate to resolve cases, calls, and chats in accordance with published service levels and correctly categorize their reported issues
- Collaborate with other Support Managers to ensure an optimal customer experience
- Review and define processes for case framing, triage, case handoffs, escalations, and next steps for lingering cases or case management
- Strive for constant improvement through processes that increase efficiency and consistency for global case responses
- Develop and execute on key objectives tied to company goals
- Drive a culture of case reduction and measurable improvement through process, product, documentation, and training enhancements
- Collaborate with the Customer Success Learning Partner to ensure the support team has access to the tools and training materials to become experts in the support of the product
- Partner with the Workplace Planning team to develop shifts, on-call rotations, and schedules that meet the demand of a global customer base
- Coach and develop support engineers through highly effective 1-1s and growth plans
- Monitor customer satisfaction via customer surveys, escalations to management, and performance dashboards
- Additional duties may be assigned

**Qualifications**:

- Shift Time: 11:00-20:00 CT Mon-Fri
- 4+ years of experience in customer support management, preferably supporting a SaaS IT product across a global customer base
- 7+ years in a technical role supporting IT products
- 1+ years managing a fully remote team
- Ability to multitask and pivot when necessary in a fast-paced environment
- Excellent communication skills and customer facing abilities
- Technical degree or relevant professional experience
- Ability to make data-driven decisions in line with strategic initiatives
- Experience motivating high performing teams, building technical support teams, and retaining top talent
- Familiarity with IT Services, IAM and DaaS a strong plus
- Project management experience with ability to drive the team through changes in processes and to multitask between daily duties and long-term activities
- Experience managing remote teams and managing teams in a 24X7 environment a plus
- Physical Demands: While performing the duties of this Job, the employee is regularly required to talk or hear

LI-PD1

**Where you’ll be working/Location**:
JumpCloud is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.

**You must be located in and authorized to work in the country noted in the job description to be considered for this role.**

Please note: There is an expectation that our _engineers_ participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don't go unaddressed.

**Why JumpCloud?**

If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you JumpCloud is an incredible place to share and grow your expertise You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thin

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