Customer Support Manager

hace 1 semana


VeracruzLlave, México Gigamon A tiempo completo

Gigamon's Vision: Protect the hybrid networks and data of the largest, most complex organizations on the planet.

We are seeking a Technical Support Manager to lead a team of Technical Support Engineers dedicated to providing post-sales support to Gigamon end users and partners. This position is based in Mexico City and requires a strong ability to manage both technical and managerial tasks while working effectively under pressure.

Your 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 focal 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.
  • Utilize analytical problem-solving skills to apply innovative thinking and drive continuous improvement in customer experience.
  • Manage customer escalations and communications effectively, demonstrating account and project management skills.

Your Background:

  • 8+ years of experience in a customer support management role, ideally in a technical support capacity.
  • 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.

Our Culture:

  • A strong leader who fosters a culture of customer and employee satisfaction within the team.
  • Analytical and innovative thinker with a track record of solving complex problems.
  • Excellent communicator who can effectively collaborate with cross-functional teams.
  • Committed to continuous improvement and capable of driving operational excellence.
  • Enthusiastic about building a diverse and inclusive work environment, welcoming candidates from all backgrounds.

Gigamon is an equal opportunity employer and is committed to a diverse, equitable, and inclusive work environment.



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