Product Technical Support Manager

Manager, Technical Support:

As a Player/Coach, you will be responsible for being hands on and leading, growing and developing your team, who help our customers by diagnosing and troubleshooting problems. You will manage the team's day-to-day functions as they use their knowledge to resolve issues and drive superior customer support to customers. Your focus will be on the management of issues that may impact support delivery and will include providing supervision and guidance to team members.

What you will do:

• Manages an effective organizational structure, ensuring skills and talent are available to meet business requirements.
• Responsible for recruitment, career development/planning, performance and pay discussions of team members.
• Delegating tasks, liaising with the team, and support the global technical support team in achieving daily targets.
• Establish relationships throughout the organization to ensure excellent information flow and feedback on impacts of process, policy, and product changes.
• Maintain acceptable level of job discretion. A part of performance is evaluated against the ability to make judgment calls, the ability to make sound decisions, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality, and professionalism.
• Completely customer focused and liaises closely with senior management on product concerns to ultimately benefit the customer.
• Manages escalations as required, ensuring they are addressed within established SLAs. Be the point of contact for our internal stakeholders for high priority escalations. Reviews and determines root cause of escalation and makes recommendations to avoid such future escalations.
• Provides career and performance development with their team to motivate autonomy and mastery to unleash potential.

What you will bring to the role:

• Experience in a similar management role, and proven experience in leading a large growing team
• Knowledge of Operations, Employee and Queue management
• You are great at team management skills and organizational skills.
• Availability to work in any shifts including weekends
• You are familiar with ITIL frameworks.

What will be your day to day duties:

• Manages Technical Leads and Technical Team, including 1-on-1s, and responsible for retaining top talent
• Leads escalation calls with customers
• Ensure teams are trained on process + product and correct deficiencies where required.
• Manages shift, and ensures all shift are filled, PTOs managed.

At an advantage, if possesses, two or more skills from the below:

• Understanding of Network Monitoring Performance technologies, network/data forensics and how bandwidth and latency restrictions affect application performance
• TCP performance troubleshooting knowledge/analysis skill
• Experience reading and understanding packet captures using Sniffers, Ethereal/Wireshark/TCPdump, Packet Analyzer or similar tools, and Deep Packet analysis exposure
• Experience with virtualization technologies eg VMWare, KVM, Hyper-V, Docker
• Experience with Cloud technologies – eg AWS, Azure
• Experience with any of the following: QoS, Netflow, SNMP, SSL, HTTP, CIFS/SMB, MAPI, NFS, Firewalls and RAID
• In-depth knowledge and understanding of packet flow, TCP session establishment; understanding of Microsoft and other application behavior at the network layer
• General routing/switching protocols, policy-based routing, spanningtree
• Linux/Windows administration knowledge is a plus
• Scripting in UNIX, Linux, Python or Microsoft PowerShell is a plus
• Experience in troubleshooting of performance, resource utilization issues and debugging of process crashes
• Qualified Network/Application certifications such as CCNA, CCNP, CCIE level is a plus