Senior Manager, Support Engineering

Job Title

Manages and provides strategic recommendations across team(s) on resolving incoming service requests and manages the operation of customer service delivery, serving as point of escalation for complex customer inquiries. Evaluates the Incident Management process across team(s) to address systematic gaps in incident resolution. Oversees the resolution of escalated service issues and proactively identifies recurring and potential issues, implementing long-term solutions. Leads cross-functional collaboration with other technical leadership teams to resolve complex issues and ensure timely and comprehensive solutions. Leads team(s) efforts in producing documentation and drives the continuous improvement and expansion of the Knowledge Base to enhance customer support and user experience. Oversees the escalation of issues in products or infrastructure to QA and Development Teams, ensuring timely resolution. Leads collaboration with cross-functional teams on business problems and leads and plans support service improvement projects and proactive support initiatives. Assists next-level manager with strategic departmental goals that align with broader organizational goals, leading product, process, and customer experience improvement initiatives. Proactively monitors and reviews results of key metrics to ensure team(s) members meet desired goals and defines key elements of operational and procedural improvements within a team. Leads collaboration among internal teams to optimize and automate customer feedback and KPI analysis within a team.

Key Responsibilities

Technical Support and Solution Delivery-Customer Support and Advocacy:

-Manages and provides strategic recommendations across team(s) on resolving incoming service requests and manages the operation of customer service delivery to ensure timely and effective solutions, and/or builds customer relationships.

-Serves as point of escalation for unresolved and/or complex customer inquiries.

-Evaluates the Incident Management process across team(s) to identify and address systematic gaps in incident resolution and support processes to enhance efficiency.

-Leads and mentors team members in preparing and delivering training for new product releases or enhanced functionalities, ensuring high adoption and satisfaction rates, driving standardization in resolution of post-sales customer technical and/or non-technical across multiple systems or products in a timely manner.

-Strategically engages with customers through user group meetings and/or outreach programs to gather feedback and foster customer relationships, following up on survey results and driving continuous improvement.

Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:

-Oversees the resolution of escalated service issues and customer complaints for team(s), taking ownership of complex situations escalated to their attention through resolution, proactively identifying recurring and potential issues and collaborating to implement long-term solutions.

-Promptly addresses critical customer escalation requests and develops a comprehensive non-technical action plan for resolution.

-Leads and coordinates cross-functional collaboration with other technical leadership to address and resolve complex customer technical issues, ensuring timely and comprehensive solutions.

Technical Support and Solution Delivery-Technical Support Documentation:

-Leads and coordinates team(s) efforts in producing documentation, ensuring accuracy and consistency.

-Drives the continuous improvement and expansion of the Knowledge Base to enhance customer technical support and user experience.

Technical Proficiency and Support Enhancement-Technical Support Collaboration:

-Oversees the escalation and identification of issues or bugs in products or infrastructure to Quality Assurance and Development teams, ensuring timely resolution.

-Leads cross-functional collaborative efforts on product enhancement initiatives, providing strategic insights on key customer pain points.

Technical Proficiency and Support Enhancement-Technical Support Improvement:

-Ensures established processes are consistently followed by team(s) and leads initiatives to develop and implement process improvements, enhancing team efficiency and effectiveness.

-Leads collaboration with cross-functional teams on business problems or improvement opportunities.

-Leads and plans support service improvement projects and proactive support initiatives that help drive customer satisfaction and internal success and reduce customer-impacting events.

Strategic Planning:

-Assists next-level manager with strategic departmental goals that align with broader organizational objectives, leading projects and initiatives to enhance products, processes, and customer experience, ensuring alignment with strategic goals.

-Performs resource planning to identify areas for improvement and optimize resource allocation, independently.

Performance Monitoring and Management:

-Proactively monitors and reviews results of key metrics to ensure team(s) members meet desired goals of providing excellent technical customer support and resolving service requests and defines key elements of operational and procedural changes for continuous products and services improvements in alignment with organizational objectives.

-Leads collaboration among internal teams to optimize and automate analytics for customer feedback and KPIs across teams.

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.

-Improves translation processes to increase efficacy of documentation within translation systems and the availability of translation services.

Core Responsibilities

Planning & Execution:

Manages multiple medium to large-scale projects or initiatives across teams, ensuring timelines, deliverables, and budgets when applicable are monitored and met. Provides direction to teams on project work, setting priorities, and aligning with business needs. Guides teams on adjusting plans to accommodate resource or timeline changes.

Collaboration & Partnership:

Drives cross-functional partnerships to align on expectations and shared objectives across multiple teams. Coaches team members to develop strategic relationships with business leaders, stakeholders, and external partners to foster collaboration and long-term success. Promotes inclusivity by actively seeking and listening to diverse perspectives, ensuring others feel heard and respected.

Problem Solving:

Provides direction to multiple teams on addressing complex operational and/or technical issues as well as providing guidance on analyzing complex data and/or information to identify solutions. Reviews and provides insights into unresolved or critical issues, helping the team to identify potential solutions.

Continuous Learning:

Models engaging in continuous learning to deepen expertise and stay ahead of industry trends, integrating best practices into strategic planning. Leverages feedback to drive personal and team skill improvements. Identifies skill gaps across teams, and empowers team members to pursue learning and knowledge sharing opportunities that build their expertise in new areas and coaches them to apply learnings to advance the organization.

Continuous Improvement:

Drives team to collaborate on, develop, and implement ideas to increase the efficiency and effectiveness of processes, protocols, and workflows within and across teams, providing oversight. Guides team to adopt new ideas for alternative approaches and methods and encourages feedback for continued improvement.