Manager Software Support

_Join us leading an outstanding group of L2/L3 SW Support Engineers that interacts with WW customers, resolves bugs, and addresses customer support requests under the most variety of environments; The position will be based in our Guadalajara, Jal. Mexico development center facility._

**Responsibilities of the Software Support Manager**:

- Employee management activities include but are not limited to sourcing, interviewing, and hiring talent for open positions. You’ll also help with onboarding, establishing goals, assigning or delegating work, providing on-the-job training, giving mentorship to staff, conducting performance evaluations, approving paid-time-off (PTO), developing performance improvement plans, and taking disciplinary action.
- Accomplishes department objectives by managing staff, planning, and evaluating department activities.
- Accountable for team budget expense and capital planning and execution.
- Take technical/lead on large/complex systems and infrastructure projects for support.
- Lead ongoing communications regarding support issues/activities with all stakeholders: department executives and managers, end users, IT staff, vendors, customers, etc.
- Motivate and mentor support team towards successful, timely, and quality solutions.
- Communicate effectively with senior management, listening and understanding customer support needs.
- Responsible for upholding the Toshiba Code of conduct and promptly reporting violations of the Code or other company policies.
- Drive Software improvements upstream to development and test groups to reduce defects getting to the field.
- Generate reports and present information to upper-level managers or other parties.
- Resolve conflicts or complaints from customers and employees.
- Actively participate in the Kanban/Agile processes.
- Performs other related duties as assigned.

**Required Skills**:

- Bachelor’s degree in computer science/computer engineering or equivalent.
- +10 years of experience working in software development with strong knowledge of software development life cycle processes.
- A strong understanding of business management and leadership principles is required.
- Solid ability to effectively prioritize work, juggling daily support responsibilities.
- Excellent interpersonal and communication skills.
- Demonstrated ability to lead multidisciplinary technical teams.
- Solid Problem Analysis and Solving Skills: Ability to troubleshoot a complex issue down to potential components, if possible, identify a root cause or gather supporting evidence for escalation.
- Solid ability to incorporate daily sustaining roles with progress on strategic improvements, issues, deciding what requires the greatest immediate attention, and coordinating actions to laser focus to achieve the greatest efficiency.
- Solid ability to work with customers, representatives and/or Product Management to understand business impacts and translate them into efficient action plans.
- Commitment to providing exceptional service to customers and support to staff members.

**Preferred Skills**:

- 8+ years in Agile development environment
- 4+ years of experience leading SW development, Support, and/or test teams.
- Prior Linux platform development experience.
- PMP or Scrum Master Certification.

**We offer**:

- Career plan and real growth opportunities
- Constant training, tutoring, online corporate courses, eLearning and more
- Pleasant work environment (game room, nap area, amenities and more).
- Flexible work hours and dress code
- Hired directly by Toshiba and 100% under payroll
- Benefits of the law (IMSS, INFONAVIT, December day voucher, vacation voucher)
- Major and Minor medical expenses insurance: Life, major medical expenses with dental and visual coverage. (For the employee and direct family members)
- Savings fund for employees, capped at the limit of the law
- Grocery coupons
- 12 days of vacation plus 6 floating days
- Relocation bonus

We offer competitive compensation and benefits focused on employees, their economic development and well-being as well as their professional development, taking care of the balance between their personal and work life, join us and be part of our Toshiber team