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Technical Support Manager

hace 2 meses

Xico, México Gigamon A tiempo completo
Job Title: Technical Support Manager

Gigamon, a leading provider of network visibility and analytics solutions, is seeking a highly skilled Technical Support Manager to join our team. As a Technical Support Manager, you will be responsible for maintaining a high level of customer satisfaction across our install base and ensuring a high level of employee satisfaction.

Key Responsibilities:
  • Manage support teams based in Mexico City, supporting LATAM and North American customers and partners during local business hours.
  • People management, including regular one-on-ones, career planning, and annual performance reviews.
  • Situational management of customer escalations, including communication with the leadership team on issue progress and forward plans.
  • Active collaboration with Sales, Product Management, Engineering, and other business units as required.
  • Develop and maintain operational metrics for the Support organization, including case management, knowledge sharing, and quality of escalation.
Requirements:
  • 3-5 years' experience in a customer support management role.
  • Preferably a BS degree in Computer Science or Engineering.
  • Must be bi-lingual with fluency in English and Spanish.
  • Experience managing in a Technical Support capacity with over 5 direct reports.

Gigamon is a Great Place to Work, and we offer a dynamic and supportive work environment. If you are a motivated and experienced Technical Support Manager looking for a new challenge, please submit your application.