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Technical Support Leadership Opportunity
2 semanas atrás
This is a people manager position where you will lead a team of technical support engineers who resolve complex inquiries and support enterprise customers across a product portfolio.
You will be responsible for coaching, developing, and empowering your team to provide world-class customer service while ensuring operational excellence in support delivery.
Key Responsibilities:- Lead, develop, and coach a team of technical support engineers.
- Manage onboarding, mentoring, and ongoing development of team members.
- Drive operational efficiency through KPI tracking, process optimization, documentation, and change management.
- Conduct performance evaluations, including bi-annual focal reviews.
- Act as a liaison between technical support and cross-functional teams, including engineering, product, and professional services.
- Support escalated enterprise customer issues and risk assessments.
- Identify and escalate systemic issues and emerging customer trends.
- Oversee compliance activities and quality reviews within the support environment.
- 6+ years of experience in a technical, customer-facing role supporting enterprise SaaS products.
- 3+ years of experience as a team lead or manager in a technical support environment.
- Proven experience managing individuals in hybrid or remote team environments.
- An effective and proven technical background in software, including handling escalations and mentoring teams.
- Bachelor's degree or equivalent experience in computer science, engineering, or related technical field.
- English language fluency (native or fluent).
- Experience with web-based applications or development.
- Proficiency in using Salesforce, JIRA, and other ticket/case management platforms.
- Experience providing and/or assisting with technical training, documentation, or knowledge base content creation.
- Exposure or familiarity with Docusign or comparable agreement technology platforms.
- Familiarity with internet technologies such as REST APIs, JSON, XML, SOAP, and Pub/Sub architecture.
This is a people manager role reporting to the senior support service delivery manager. The ideal candidate will have a strong track record of leading high-performing teams and driving business growth through exceptional customer support.
