Nov 9, 2022
Our regional technical support managers lead top-notch technical support teams that provide world-class server, desktop, and public cloud services to customers all around the world. They exhibit two crucial qualities: Technical excellence means that the support team is always up to speed with our technology and that they carry out sound and efficient troubleshooting. Customer focus means making sure that clients are always happy with the service they are receiving. You must be at ease in a fast-paced setting, capable of accepting responsibility for delivering to consumers, and motivated by challenges. Additionally, you must have a genuine concern for the abilities and professional development of your staff.
Management of a professional support team, including skills development and performance management
Operational control, shift scheduling, accountability for key performance indicators (KPIs)
Ensures that all customer cases are responded to within the SLA, and in a professional manner
Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
Accountability for customer satisfaction
Contribution to the support knowledge base
Continuous improvement to the team's processes and support service delivery
Hire, develop and train support team to match business requirements
Work with the leadership team to drive growth and transformation initiatives
Extensive CLI experience with Linux at a technical level (Support, Development, Implementation).
Experience or knowledge of OpenStack, Public Cloud or Virtualization technologies.
Leadership experience, and preferably team management experience
Confidence under pressure, with proven track record of high customer focus
Preferably fluent in two languages English being primary
Excellent communication skills (verbal and written)
100% work-from-home
Learning and development
Competitive salary
Recognition rewards
Annual leave
Priority Pass for travel