Support Engineering Manager Role
We are seeking a seasoned leader to spearhead our Cloud and Devices Support teams.
* Directing a professional support team, encompassing skills development, performance management, and mentorship
* Operational oversight, shift scheduling, accountability for key performance metrics
* Ensuring timely and professional responses to customer cases within established Service Level Agreements (SLAs)
* Serving as the primary customer escalation contact, guaranteeing effective issue resolution
* Liability for customer satisfaction, driving continuous improvement in support service delivery
* Maintaining and expanding the support knowledge base
* Leading initiatives for process enhancement and growth
* Fostering a high-performing support team through strategic hiring, development, and training