Manager, Support Engineering

Manages a team on resolving incoming service requests and manages the operation of customer service delivery, serving as point of escalation for difficult customer inquiries. Monitors the Incident Management process within a team to address gaps in incident resolution. Reviews and ensures resolution of escalated service issues and proactively identifies recurring and potential issues. Manages cross-functional collaboration with other technical leadership teams to resolve complex issues and ensure timely and complete resolution. Manages team efforts in producing documentation and promotes the expansion of the Knowledge Base to enhance customer support and user experience. Coordinates the escalation of identified issues in products or infrastructure to QA and Development Teams for resolution. Drives collaboration with cross-functional teams on business problems and coordinates support service improvement projects and proactive support initiatives. Partners with next-level management on product, process, and customer experience improvement initiatives. Monitors and evaluates key metrics to ensure team meets desired goals and implements moderately complex operational and procedural improvements within a team. Collaborates with internal teams to drive the optimization and automation of customer feedback and KPI analysis within a team.

Responsibilities

Key Responsibilities
Technical Support and Solution Delivery-Customer Support and Advocacy:
-Manages a team on being points of contact and resolving incoming service requests and manages the operation of customer service delivery to ensure timely and effective solutions.
-Serves as point of escalation for unresolved and/or difficult customer inquiries.
-Monitors the Incident Management process within a team to identify and address gaps in incident resolution and support processes to enhance efficiency.
-Supports team members in and coordinates preparing training for new product releases or enhanced functionalities, ensuring resolution of customer technical and/or non-technical inquiries across multiple systems or products in a timely manner, driving high adoption and satisfaction rates.
-Works with customers through user group meetings and/or outreach programs to gather feedback and foster customer relationships, following up on survey results as needed.
Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:
-Reviews and ensures escalated service issues and customer complaints are resolved, owning the escalated service request through resolution, proactively identifying recurring and potential issues and collaborating with leadership team, when necessary, to implement long-term solutions.
-Coordinates relevant groups to resource expertise for customer escalation requests, and develops an immediate action plan for resolution, guiding junior team members through the resolution request and/or on escalated issues by leveraging senior staff.
-Manages cross-functional collaboration with other technical leadership teams in resolving complex customer technical issues to ensure complete resolution in a timely manner.
Technical Support and Solution Delivery-Technical Support Documentation:
-Manages team efforts in producing documentation, reviewing and managing service-related documentation and continuing to build and evolve knowledge base for customer technical support.
-Promotes the expansion of the Knowledge Base to enhance customer technical support and user experience.
Technical Proficiency and Support Enhancement-Technical Support Collaboration:
-Coordinates the escalation of identified issues or bugs in products or infrastructure to Quality Assurance and Development teams for resolution.
-Collaborates with cross-functional teams on product enhancement initiatives, providing actionable insights on key customer pain points.
Technical Proficiency and Support Enhancement-Technical Support Improvement:
-Manages team to follow established processes and implements process improvements to enhance team efficiency and effectiveness.
-Drives collaboration with cross-functional teams on business problems or improvement opportunities.
-Coordinates support service improvement projects and proactive support initiatives that help drive customer satisfaction and internal success and reduce customer-impacting events.
Strategic Planning:
-Contributes to resource planning and works on projects and initiatives for product, process, and customer experience improvements, partnering with next-level management.
-Performs resource planning to recommend areas for improvement and resource allocation, under the direction of next-level manager.
Performance Monitoring and Management:
-Monitors and evaluates key metrics to ensure the team meets desired goals of providing excellent technical customer support and resolving service requests, and implements moderately complex operational and procedural changes within the team for continuous products and services improvements.
-Collaborates with internal teams to drive the optimization and automation of analyzing customer feedback and KPIs of within a team.

Additional Responsibilities (as needed)
Services Translation:
-Manages translation services for technical and non-technical inquiries for products and services.
-Coordinates resourcing to assist with testing on translation tools.

Core Responsibilities
Planning & Execution:
-Creates and owns the execution plan for the team's work and multiple projects or initiatives, monitoring timelines and budgets when applicable to ensure projects are completed on time and in adherence with requirements. Delegates work across the team and helps them prioritize their work. Identifies resource needs and adapts plans based on changing priorities and business needs.
Collaboration & Partnership:
-Strengthens collaborative partnerships across teams to align on expectations and shared objectives. Guides team members to build relationships with business leaders, stakeholders, and/or customers to ensure effective collaboration. Practices active listening and asks insightful questions to promote an inclusive culture.
Problem Solving:
-Leads team to identify and address moderately complex operational and/or technical issues in accordance with standard practices, providing guidance as appropriate. Directs team to analyze data and/or information from multiple sources to troubleshoot moderately complex errors.
Continuous Learning:
-Actively seeks learning opportunities for self and team to enhance knowledge and skills in key areas and remain current with industry advancements. Uses feedback and training to elevate personal and team skills, modeling a commitment to learning. Identifies skill gaps within the team and supports team members in learning opportunities by providing resources and fostering an environment that encourages knowledge-sharing.
Continuous Improvement:
-Identifies and recommends improvements as well as encourages team to share ideas to increase the efficiency and effectiveness of processes, protocols, and workflows within a team. Reviews and provides feedback on team member's ideas and seeks input from others on alternative approaches and methods for improving work.
Performance and Development:
-Coaches and provides direction to team members in alignment with performance management processes, guidelines, and expectations. Facilitates goal setting discussions with team members, ensuring individual goals are aligned with broader team goals. Identifies development opportunities to help team member's improve performance. Contributes to the talent acquisition pipeline by leading candidate interviews, assessing promotion eligibility, and managing talent resources.