We are seeking a skilled and experienced Technical Support Manager to lead our team of technical support engineers.
Job Summary:
This is an exciting opportunity to drive the success of our Robotics infrastructure worldwide. As a Technical Support Manager, you will be responsible for managing and mentoring a high-performing team of technical support engineers, creating a healthy and inclusive work environment that promotes collaboration and growth.
You will implement departmental objectives aligned with company-wide initiatives to enhance reliability, minimize faults, and drive lasting solutions. You will also identify challenges, develop solutions, and drive continuous improvement in processes and team performance.
In this role, you will support critical escalations and ensure timely resolution. You will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.
Key Responsibilities:
* Manage and mentor a high-performing team of technical support engineers.
* Create a healthy and inclusive work environment that promotes collaboration and growth.
* Implement departmental objectives aligned with company-wide initiatives.
* Identify challenges, develop solutions, and drive continuous improvement in processes and team performance.
* Support critical escalations and ensure timely resolution.
BASIC QUALIFICATIONS:
* 2+ years of management or team leadership experience in a complex technical support environment.
* 3+ years previous hands-on technical engineering experience in fields such as systems administration, networking, robotics, or software support.
* Proven track record in designing, implementing, and optimizing metrics, KPIs, and SLAs.
PREFERRED QUALIFICATIONS:
* 4+ years of technical support management or team leadership experience.
* Certifications in broad technical domains such as AWS, Cisco, CompTIA Security+, CISSP, or ITIL.
What We Offer:
* A competitive salary and benefits package.
* Ongoing training and development opportunities.
* The chance to work with a talented team of professionals.