Technical Support Team Lead

hace 4 semanas


Ciudad de México, Ciudad de México Gigamon A tiempo completo

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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