Technical Support Manager

hace 1 semana

Colonia Polanco, México Alia Integrando Talento A tiempo completo

Description

**Description**

***

Gigamon, recently certified as a Great Place to Work, helps the world’s leading organizations run fast, stay secure and innovate. We provide the industry’s first elastic visibility and analytics fabric, which closes the cloud visibility gap by enabling cloud tools to see the network and network tools to see the cloud. With visibility across their entire hybrid cloud network, organizations can improve customer experience, eliminate security blind spots, and reduce cost and complexity. Gigamon has been awarded over 90 technology patents and enjoys world-class customer satisfaction with more than 4,000 organizations, including over 80 percent of the Fortune 100 and hundreds of government and educational organizations worldwide.

The purpose of this role is to maintain a high level of customer satisfaction across Gigamon’s install base and to also maintain a high level of employee satisfaction. The Technical Support Manager will keep a pulse on all aspects of customer service and be available for escalations that require management attention. He/ She will provide coordination across all business units as required and also be the frontline for customer communication needing management level attention. Will identify trends and recommend change to support leadership that lends directly to continuous improvement of customer experience.

**Responsibilities**
- Manage support teams based in Mexico City but mainly supporting LATAM and North American customers and partners during the local business hours.
- People management, including regular one on ones, career planning, annual focal reviews. Situational management of customer escalations
- Manage Customer Escalations and Communications to Leadership team on issue progress and forward plans. Active collaboration with Sales, Product Management, Engineering and other business units as required.
- Develop and Maintain Operational metrics for Support organization including but not limited to case management; Knowledge sharing and quality of escalation.
- Prior experience providing post sale support to large enterprise customers
- Experienced in tools such as CRM, Knowledge Base and ACD systems.
- High level of oral and written communication skills.
- Escalations Management, Account and Project management skills are required.

**Requirements**:
**Required Qualifications**
- 3-5 years’ experience in a customer support management role.
- Preferably have a BS degree in Computer Science or Engineering.
- Must be Bi-lingual with fluency in English and Spanish
- Experience managing in a Technical Support capacity with over 5 direct reports.

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