Samsung Senior Technical Support Manager

Samsung Senior Technical Support Manager

Are you a technical problem solver with deep expertise in enterprise mobility, mobile device management, and customer support? We're looking for a Samsung Senior Technical Support Manager to provide advanced technical support for enterprise customers, helping them resolve complex issues while delivering an exceptional customer experience.

In this role, you'll serve as the primary technical resource for enterprise clients, troubleshooting mobile devices, Mobile Device Management (MDM) platforms, enterprise networks, email systems, and other integrated technologies. You'll collaborate with customers, Samsung teams, headquarters, wireless carriers, and third-party partners to investigate complex issues, identify root causes, manage escalations, and ensure timely resolution within service level agreements (SLAs). You'll also contribute to operational improvements, technical documentation, reporting, and major incident management while mentoring team members and supporting critical customer environments.

The ideal candidate has extensive experience supporting enterprise mobile environments, strong knowledge of networking, Microsoft Exchange and Microsoft 365, Active Directory, mobile operating systems, and MDM platforms such as Microsoft Intune, VMware Workspace ONE (AirWatch), SOTI, MobileIron, MaaS360, or Samsung Knox. Success in this role requires exceptional troubleshooting, analytical thinking, communication skills, and the ability to thrive in a fast-paced, customer-focused technical support environment.

If you're passionate about solving complex technical challenges and helping enterprise customers succeed with Samsung's mobile solutions, we encourage you to apply.

What We Offer:

• Paid weekly
• Next-day pay on demand with DailyPay
• Eligible for medical, dental, and vision benefits
• Eligible for 401k with company matching
• Scholarship opportunities for employees and direct family members
• Employee Assistance Program
• Paid Time Off
• Paid Holidays

Job Description:

Assisting enterprise customers with day-to-day activities including the following:

• Responsible for providing advanced technical support and troubleshooting on mobile products.
• Primary interface between customers, internal, and third-party escalation teams
• Investigate complex, multi-faceted issues that involve MDMs, Enterprise Networks, Mail Systems, and other 3rd party products.
• Analyze data, logs, and testing results to help identify root cause
• Evaluate issues from multiple angles; integrate data inputs to develop corrective actions while driving issues to resolution within the required SLAs
• Provide advanced troubleshooting over the phone, via web conferencing, or in-person
• Log and track all issues in the Samsung ticketing system
• Engage and escalate to other advanced technical support teams when necessary
• Provide regular activity reports, post-mortem, and other ad hoc reports
• Help drive improvements in operational capabilities, troubleshooting, and other customer service functions

Enhanced Activities

• Responsible for developing and mentoring junior team members by assessing strengths, creating plans to address deficiencies, and setting goals that will positively impact the overall performance of the individuals
• Manage internal technical projects, create timelines, and meet deadlines to comply with business needs
• Responsible for creating and maintaining relationships across other Samsung business groups to facilitate issue resolution, increase technical knowledge, or further increase team effectiveness
• Responsible for taking technical escalations, determining root cause, or effectively communicating next steps to the Senior Technical Specialists until full resolution is provided or a workaround is in place
• Act as the Major Incident Manager and be accountable for general procedures management, identifying the appropriate technical groups/resources, and keeping the customer informed about the progress of the case
• Available for on-call rotation

Qualifications:

• Bachelor's Degree or 10 years of technical support experience is required. Technical degree preferred
• Prior experience in a telecommunications environment required, with specific focus on mobile device services and support (smartphones and tablets)

Necessary Skills / Attributes

• Knowledge and experience with MDMs/EMMs is preferred (SOTI, Blackberry, AirWatch, MobileIron, MaaS360, MS Intune, Knox)
• Strong foundation and understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/ActiveSync/Exchange/O365)
• Sound understanding of mobile platforms, device manufacturers, mobile browsers, and device management
• Solid foundation and understanding of basic enterprise server administration (Windows/AD/LDAP/DNS/DC)
• Strong foundation and understanding of basic network functions, standards, and protocols (TCP/IP/WiFi/VPN/LAN/WAN)
• Solid understanding of emerging technologies, standards, and best practices for mobile development
• Thorough knowledge and experience in different mobile development platforms including (BB, iOS, Android, et al)
• Strong analytical, problem-solving, and technical skills with a high attention to detail and the ability to understand complex workflow systems
• Deep understanding of processes and methods to troubleshoot customer issues and drive timely resolution of issues
• Solid understanding of mobile email message flow
• Must be comfortable working in stressful situations and navigating the organization effectively
• Strong written and verbal communication skills

Enhanced Skills/Attributes

• Proficient in handling the most complex technical support issues, including, but not limited to, devices, wireless carriers, internet, and IT infrastructure (MDM, Mail Systems, Network)
• Be identified as a subject matter expert (SME) on any (or multiple) of the Samsung supported technologies
• Proficient in MS Excel to create reports, manipulate data, and present to upper management
• Consistently create technically advanced documentation on all resolved issues and share this knowledge with the rest of the team members

Work Environment

Work is generally performed in an office environment. Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time. Requires considerable work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity. The movement and transportation of equipment, most of the time, is under 25 pounds. May be required to work additional hours outside a normal schedule. Travel varies depending on position. Consistently demonstrate a commitment to policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities.

What You Can Expect From 2020 Companies We welcome every voice, and we are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We are always identifying opportunities to encourage our team to be their authentic selves, while working to provide a best-in-class experience for our employees. Whether that's paid holidays, long-term career pathing options, personal development opportunities or professional stretch assignments, you can expect 2020 Companies to support you. 2020's Commitment We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.