Technical Support Manager
hace 4 semanas
About the Role
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.
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.
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.
What We Offer
We are committed to a diverse, equitable, and inclusive Gigamon. As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic under applicable federal, state, and/or local law.
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