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Senior Technical Support Manager

Closing: Nov 11, 2022

This position has expired

Published: Nov 8, 2022 (24 days ago)

Job Requirements

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Work experience:

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Job Summary

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Requirements:
  • 3-10+ years of experience in similar roles - e.g. Senior Technical Support, Technical Support Lead/ Manager, etc.
  • Strong operational excellence, delivery management and people management experience.
  • Strong capability to build team from scratch for new business initiatives.
  • Strong Experience with technical support processes optimization and escalation management.
  • Must have strong capabilities to identify, analyze and resolve problems logically and systematically.
  • Hands-on technical support skills for end users.
  • Understanding of software development methodologies and coding standards.
  • Experience with software application debugging and troubleshooting.
  • Passionate with technical support to solve complicated customer issues.
  • Ability to present or speak fluently to Technical Leaders, Product Managers and other Stakeholders.
  • Good command in English (both spoken and written).
  • BS/MS in Computer Science, Math or related scientific disciplines.
  • Background in Software Development is a plus.

  • Responsibilities
    Requirements:
  • 3-10+ years of experience in similar roles - e.g. Senior Technical Support, Technical Support Lead/ Manager, etc.
  • Strong operational excellence, delivery management and people management experience.
  • Strong capability to build team from scratch for new business initiatives.
  • Strong Experience with technical support processes optimization and escalation management.
  • Must have strong capabilities to identify, analyze and resolve problems logically and systematically.
  • Hands-on technical support skills for end users.
  • Understanding of software development methodologies and coding standards.
  • Experience with software application debugging and troubleshooting.
  • Passionate with technical support to solve complicated customer issues.
  • Ability to present or speak fluently to Technical Leaders, Product Managers and other Stakeholders.
  • Good command in English (both spoken and written).
  • BS/MS in Computer Science, Math or related scientific disciplines.
  • Background in Software Development is a plus.

  • Manage the day-to-day support business within your team, and deliver results through teamwork.
  • Attract, Develop, and Retain Talent. Assure team members are ready over technical skills, soft, professional skills, required training, cultural initiatives, industry certifications and standards, etc.
  • Provide guidance and coaching to team for addressing highly complex, strategic cases.
  • Establish connections across the company to influence and improve team effectiveness.
  • Contribute to and help drive Product, Technology, Service, Solution and Process improvement.
  • Strong collaboration, communication and interaction with all stakeholders including customers, product manager, developer and management team.
  • High responsibility in continuous improvement in service quality and efficiency.


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