Technical Support Manager

hace 1 día


Xico, México Crowdstrike Holdings, Inc. A tiempo completo

About the Role:
CrowdStrike Holdings, Inc. is seeking a Technical Support Manager to lead our technical support team in Mexico. The Manager of Technical Support will provide technical expertise, leadership, and support of the daily activities of the Technical Support Engineering team, providing support for external and internal customer inquiries, escalations, and support-related requests. This role supports CrowdStrike's customers and Technical Support staff, ensuring support services are delivered in a customer-focused approach.

Key Responsibilities:
• Manage, build, and develop a customer-focused team comprised of technical support engineers of varying levels of skills and responsibilities.
• Assess technical skills of staff, evaluate training needs relative to required skills, and develop ongoing training programs to enhance skill development.
• Make decisions quickly, often with limited information, based on a solid understanding of security principles and best practices.
• Follow up with customers in response to CSAT survey results and identify technical support problem areas for improvement and, if warranted, implement corrective actions.
• Drive the importance of effective customer service, ensuring it is the cultural cornerstone of a professional work environment.
• Establish the organization's strategy and work to recruit, develop, and build top technical talent with the soft and technical skills to provide world-class customer service.
• Manage key relationships (Sales, Engineering, Product Management) to ensure services are aligned and delivered to business requirements.
• Ensure service levels are met and measure performance against them.
• Establish best practices through the entire technical support process.
• Guide the implementation, continuous improvement, and documentation of new and existing policies, procedures, and processes for Support systems.



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