Technical Support Team Lead
hace 4 semanas
About the Role
Gigamon is seeking a Technical Support Manager to lead a team of Technical Support Engineers dedicated to providing post-sales support to our end users and partners. This in-office position is based in Mexico City and requires a strong ability 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 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.
- Research relevant subjects to enhance knowledge and support the commitment to continuous improvement.
Requirements
- 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.
About You
- 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.
About Gigamon
Gigamon is a Great Place to Work certified company that offers a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. We are committed to a diverse, equitable, and inclusive work environment and are an equal opportunity employer. If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply.
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