Technical Support Manager Leadership Opportunity in Mexico

hace 4 semanas


Ciudad de México, Ciudad de México Gigamon A tiempo completo
Job Overview

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 Role

This 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.
Requirements
  • 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.
What We Offer

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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