Supervisor, Technical Product Support

Supervisor, Technical Product Support (Mexico City on-site) Join us at Entrust At Entrust, we’re shaping the future of identity‑centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely. Get to Know Us Headquartered in Minnesota, Entrust is an industry leader in identity‑centric security solutions, serving over 150 countries with cutting‑edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future. Position Overview The Supervisor, Technical Product Support at Entrust is involved and assists in ensuring that Payment and Identity (P&I) Customers receive support and assistance offered by the Technical Product Support teams. The Supervisor is responsible for assessing complex issues and aligning appropriate resources to provide solutions, ensuring that Key Performance Indicators (KPIs) are met and regularly interfacing with senior leadership to ensure delivery. This individual maintains a positive customer experience by managing a team of regional support technicians that provide phone technical services to our customers. As needed, the Supervisor will act as a representative of the Support organization and work in collaboration with product owners and other departments to ensure that the customer experience is maintained as the business grows and changes. Responsibilities Perform general management responsibilities such as hiring, performance management, performance reviews, and individual development activities. Assist with monitoring team performance against department standards and ensure these standards are consistently met or exceeded. Assist in disciplinary decisions and action. Act as escalation point for issues and provide leadership and guidance to the team. Provide necessary work direction and manage projects effectively through planning, organization and project management. Review and approve expense reports and timecards. Assign daily escalations to ensure customer commitments are met. Communicate effectively with external and internal customers/partners and provide information in a timely and accurate manner. Maintain high availability of contact to ensure timely and accurate response to all inquiries. Maintain contacts and relationships with internal and external teams, individuals and representatives involved in the ongoing day‑to‑day business. Execute policies and practices for ongoing support that maintain customer data security. Train, mentor and support associates for cross‑functional and transferable skills. Recommend solution enhancements to improve customer experience and efficiency. Ensure that the processes of the Support organization align with the capabilities of the platforms. Participate in company‑sponsored personal development and quality initiatives. Attend broader level technical training to stay current with new technology at Entrust. Responsabilidades Desempeña responsabilidades generales de gestión de talento como contratación, gestión del rendimiento, evaluaciones de desempeño, actividades de desarrollo individual, etc. Ayuda a monitorear el rendimiento del equipo respecto a los estándares del departamento y asegurarse de que estos estándares se cumplan o superen de forma consistente. Asistencia en decisiones disciplinarias y en la acción. Actúa como punto de escalada para los problemas y proporciona liderazgo y orientación al equipo. Proporcionar la dirección necesaria de trabajo y gestionar los proyectos de forma eficaz mediante la planificación, organización y gestión de proyectos. Revisa y aprueba los informes de gastos y el registro de horas laborales. Asigna escalaciones diarias para asegurar que se cumplan los compromisos del cliente. Comunícate eficazmente con clientes/socios externos e internos y proporciona información de manera oportuna y precisa. Mantener una alta disponibilidad de contacto para garantizar una respuesta oportuna y precisa a todas las consultas. Mantener contactos y relaciones con equipos internos y externos, individuos y representantes implicados en las actividades del día a día. Ejecutar políticas y mejores prácticas para un soporte continuo que mantengan la seguridad de los datos de los clientes. Entrenar, orientar y apoyar a los miembros del equipo para obtener habilidades de colaboración multifuncional y transferibles. Recomienda oportunidades de mejora para optimizar la experiencia al cliente y la eficiencia de las soluciones provistas. Asegura que los procesos de la organización de Soporte estén alineados con las capacidades de las plataformas. Participa en iniciativas de desarrollo personal y mejora de la calidad patrocinadas por la empresa. Asistir a una formación técnica de mayor nivel para mantenerse al día con las nuevas tecnologías en Entrust. Qualifications Bachelor’s degree or equivalent education and experience. Minimum 4 years of experience working in a support capacity. Basic Microsoft Office skills. Must be able to work lawfully within Mexico. Fluent in English and Spanish. Ability to travel up to 25% of the time, including international. Cualificaciones Grado universitario o formación y experiencia equivalentes. Mínimo 4 años de experiencia trabajando en un puesto de soporte técnico. Habilidades básicas de Microsoft Office. Debe poder trabajar legalmente dentro de México. Fluidez en inglés y español. Disponibilidad para viajar hasta el 25% del tiempo, incluyendo viajes internacionales. Preferred Qualifications Experience in leadership or lead role. Knowledge of Entrust Oracle applications. Robust knowledge of Entrust products. Strong presentation skills. Strong negotiation and verbal communication skills. Basic financial analysis and ability to interpret financial reporting. Six Sigma, operations and process training is a plus. Preferidas Experiencia en liderazgo o rol de liderazgo. Conocimiento de las aplicaciones Entrust Oracle. Conocimiento sólido de los productos Entrust. Habilidades sólidas de presentación. Sólidas habilidades de negociación y comunicación verbal. Análisis financiero básico y capacidad para interpretar informes financieros. Six Sigma, la formación en operaciones y procesos es un valor agregado. Why Should You Apply? Leader in the security industry. Friendly, supportive & knowledgeable teams. Opportunities for on‑the‑job training. You’ll help secure identities What to Expect Career Growth: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning‑forward initiatives and exciting challenges, your growth is our priority. Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on‑site, we offer flexible options that fit your lifestyle. Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow. Entrust is an EEO/AA/Disabled/Veterans Employer For more information, visit Recruiter Xochitl Ticas Lara #J-18808-Ljbffr