Specialty
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The role
The company, a fleet and physical-operations platform, is hiring a Manager of Technical Support Engineering to lead part of its Tier 2/Tier 3 support organization inside Global Support. The role manages managers and senior engineers across several customer segments.
What you will do
- Own performance, staffing and organizational health across multiple support pods against SLA and CSAT targets
- Lead and develop managers and senior individual contributors
- Plan workforce capacity with Workforce Management, Recruiting and Finance
- Act as senior escalation leader for critical customer issues and P0/P1 incidents
- Build playbooks, escalation frameworks and quality standards, and manage queue and backlog health
- Report on results to directors and VPs and work with Product and Engineering on issues found in escalations
What they ask for
- 6+ years leading technical teams in fast-paced, high-volume support organizations
- Technical degree in Computer Science or Engineering preferred, or equivalent experience
- Experience managing managers and senior individual contributors
- Experience with support metrics such as CSAT, SLA, FCR and backlog health
- Familiarity with reporting tools such as Salesforce and Tableau
- Ability to work across Product, Engineering, Sales and Customer Success
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