Technical Support Manager

As we expand our product portfolio and global presence, our Delivery department is hiring aTechnical Support Manager to provide technical support with exceptional customer service to our worldwide customer base. The Technical Support Manager will provide leadership and day-to-day management to our support teams.

You could be the next "Nozomier"! If this sounds like you, read on.

In this role you will:

• Embody the Nozomi Networks Cultural Pillars and our mission to protect what matters most with transparency and trust
• Work directly with the Support Engineers to ensure the quality of work, productivity, and method of delivery conforms to customers’ needs and expectations.
• Maintain management awareness of high-impact customer issue status and communicate customer needs as appropriate for additional management attention.
• Improve Technical Support’s ability to respond to and engage our worldwide customer base in a timely manner.
• Continually improve services and resources to decrease issue cycle time.
• Assist Technical Support leadership in developing processes to relieve bottlenecks, expand capacity, and to reduce the cost per transaction of services provided.
• Proactively address customers’ complaints appropriately by driving change to address needs and resolve problems.
• Fully understand our customers’ implemented solutions to provide the best resolutions possible.
• Focus on long-term relationship building through deep knowledge of customer needs.
• Act as point of escalation for customer dissatisfaction with any aspect of the support process.
• Manage training, performance, improvement, and satisfaction of individual direct reports.
• Work to grow direct report’s skill set to improve productivity and to provide a career path for future growth through formal and informal training and mentoring.
• Work with Technical Support management to perform all human resources duties related to direct reports; including selection, termination, performance evaluation, motivation, pay status change recommendations, discipline, training and development.
• Partner with other Managers within Technical Support and across departments to ensure unified team and coordinated communications with all employees.
• Drive processes, content authoring and knowledge-sharing culture to maintain a relevant and effective support knowledge base.

To be successful in this opportunity, you will have:

• Proven track record of team leadership in an IT or Enterprise Software role.
• A proactive and energetic management and leadership style in a team environment.
• The ability to manage multiple issues, support cases, and team members simultaneously.
• A strong understanding of the key values that drive a support environment – responsiveness, reliability, assurance, empathy, proficiency and professionalism.
• Strong technical skills, analytical skills and excellent problem solving skills
• A proficiency in multitasking coordination while remaining detail oriented.
• An ability to adapt to and work with a highly diverse international customer base.
• Excellent presentation and both written and verbal communication skills.
• The ability to rapidly learn the Nozomi Networks products and business use cases.