Technical Support Manager Leadership Opportunity in Mexico
hace 4 semanas
We are seeking a seasoned Technical Support Manager to lead our team of Technical Support Engineers in providing exceptional post-sales support to our customers and partners.
About the RoleThis in-office position is based in Mexico City and requires strong leadership skills to manage both technical and managerial tasks while working effectively under pressure.
Key Responsibilities- Manage support teams in Mexico, providing 24/7/365 support to global customers and partners.
- Ensure a best-in-class customer experience through consistent responsiveness and monitoring.
- Develop and maintain operational metrics for the support organization, focusing on case management, knowledge sharing, and quality of escalations.
- Conduct people management activities, including regular one-on-ones, career planning, and annual reviews.
- Oversee customer escalations, ensuring effective situational management and communication with the leadership team on progress and plans.
- Collaborate actively with sales, product management, engineering, and other business units as required.
- 8+ years of experience in a customer support role, ideally in a technical support capacity (of which 0-2 years are in a people management position).
- Bachelor's degree in Computer Science or Engineering preferred.
- Proven experience managing a team of over 5 direct reports in a technical support environment.
- Familiarity with tools such as CRM, Knowledge Base, and ACD systems.
- High level of oral and written communication skills, with a focus on escalations management and project coordination.
We offer a competitive salary range of $80,000 - $120,000 per year, depending on experience, plus benefits including health insurance, retirement plan, and paid time off.
Gigamon fosters a diverse, equitable, and inclusive work environment. We believe that diversity makes us stronger and we are committed to building a team that reflects this value.
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