Manager Global Support

ABOUT THE JOB

Software AG is seeking a management level individual to help take our industry-leading webMethods Integration Server support organization in Brazil to the next level.

This position is in the Global Support (GS) department. GS is a 120+ team that is globally distributed organization located across 9 time zones. Our team members are highly technical, with strong knowledge of Software AG products, delivering first & second level support to end customers and employees. We have one of the highest Net Promoter Score (NPS) and Incident Satisfaction score in the industry. We take pride in delivering a highly employee-centric environment and receive high Employee Satisfaction scores as measured by Gallup.

Tasks and Responsibilities:
The Global Support Manager manages a team of Global Support consultants in achieving workload management and Support Incident resolution. You will represent product supportability and readiness needs for a product line and works with engineering counterparts in Research and Development (R&D) as an advocate of the customer’s interests for those products.

Support delivery is a team-sport. We seek team players who will support and collaborate to make our customers successful.

ABOUT YOU

Academic Degree: BS/BA in Business Administration, Computer Science, Mathematics or Engineering. Master’s degree in related field desirable.

Professional Experience: 10+ years of experience

Essential Job Functions:

- Lead a team of 5-15 Global Support Consultants
- Responsible for building a customer-centric team of support consultants who deliver first and second level support to end-customers, partners and internal employees.
- Effectively build and maintain relationships across broad spectrum of customers, and internal stakeholders, including Sales/Pre-Sales/HR,etc.
- Manage daily activities of the team, such as reviewing workload, providing coaching/advice, ensuring problems incidents are progressing in a professional and timely manner.
- Overseeing operational daily activities such as ensuring timely responses to customers, timely resolution of incidents,
- Be the face of GS to the customers and internal departments, participating in customer-calls, escalation management, and interfacing with R&D, Cloud Ops and other internal stakeholders.
- Systematic personnel development through formal Employee Development Plans, regular feedback sessions, 1on1s with teams, etc.
- Maintain appropriate level of technical and soft skills in the team to ensure a high level of customer satisfaction.
- Leads or contributes to development of Global Support processes and procedures to drive effectiveness and efficiency.
- Ensure highest level of Employee Satisfaction
- Owns and manages customer satisfaction for the Global Support Manager
- s team, including performing root cause analysis and corrective action.
- Performs other duties as assigned as appropriate to this position.
- Participate in after-hours on-call support team.

**Skills**:

- Service business maturity
- Strong written and verbal communication skills, in English language
- Spanish language a-plus
- Strong interpersonal and customer relations skills.
- Advanced knowledge of Excel and reporting tools such as Pivot Tables
- Excellent presentation skills for internal meetings, senior executives, and customer presentations.
- Good time management, organization, and planning skills,
- Project management experience (coordination of resources) a-plus
- Experience in technical support or exposure to Java development and concepts, debugging software issues, software log reviewing, processing, thread dump processing and reviewing, good understanding of integration software concepts
- Prior team/personnel management experience
- Prior experience in technical support or software developer role in a software company is strongly preferred.

Culture

We have an open-minded culture and many exciting projects where you have the freedom to “be your best you”. You’ll have opportunities for international collaboration on top of a comprehensive training and development program that encourages professional growth. We are in an innovative market and offer future-proof products. Most importantly, an overall pleasant team-oriented working atmosphere.

What to Expect

Unlimited training in UDEMY

Access to in-house training Corporate University

Excellent medical/dental plans

Life insurance

Lunch or supermarket card

Private pension fund

Hybrid work model
- It is the policy of the Company that employment decisions shall be based on merit, qualifications, and competence. Employment practices shall not be influenced or affected by virtue of an applicant’s or Employee’s age, race, color, gender, gender identity or expression, genetics, sex, sexual orientation, marital status, pregnancy, national origin, ancestry, religion or disability. In addition, it is Company policy to provide an environment that is free of unlawful harassment of any kind, incl