Responsibilities

• Lead and manage the AMER Technical Support Engineering team, ensuring timely and effective support for customer-reported issues.
• Oversee the quality and reliability of the escalation path from customer issues to engineering resolutions.
• Develop and implement strategies for ticket routing, escalation criteria, and handoff processes to enhance operational efficiency.
• Collaborate with engineering teams to assess capacity, prioritize issues, and ensure seamless communication between support and engineering.
• Provide mentorship and support to team members, fostering a culture of continuous improvement and high-performance.
• Analyze support metrics and customer feedback to identify trends and areas for improvement in service delivery.
• Assist in the development and evolution of support documentation, training materials, and knowledge base articles.
• Maintain strong relationships with key stakeholders, including product management and engineering teams, to ensure alignment of support initiatives with business objectives.

Requirements

• Bachelor’s degree in a relevant field or equivalent practical experience.
• 5+ years of experience in customer support or technical support management, preferably in a software or technology environment.
• Strong engineering mindset with the ability to understand technical issues and communicate effectively with both technical and non-technical stakeholders.
• Proven experience in managing support teams and driving operational excellence.
• Excellent problem-solving skills, with the ability to think critically and strategically under pressure.
• Strong interpersonal and communication skills, with a focus on team collaboration and customer satisfaction.
• Experience with ticketing systems, escalation processes, and customer relationship management tools.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Flexible work hours and the possibility of remote work.
• Opportunities for professional development and career advancement.
• Supportive company culture that values innovation and teamwork.
• Generous paid time off and holiday schedule.