Senior Technical Support Manager

Job Summary

A company is looking for a Senior Manager, Tech Support.

Key Responsibilities

• Develop and motivate a team of technical support engineers while managing daily operations
• Facilitate case resolution and engage with Engineering, Customer Success, and Professional Services teams
• Utilize data-driven approaches to assess team performance and enhance processes for efficiency

Required Qualifications

• 12 years of experience in technical or application support at an enterprise level
• Experience in triaging and analyzing complex customer issues
• Familiarity with DevOps best practices and Identity Access Management (IAM)
• Experience in coaching and leading teams of 5 or more engineers
• Proficiency in report building and data analysis to improve processes