Part of global support leadership team, providing leadership to a global team
Ensures customers receive prompt and effective assistance with technical issues
Owns support delivery, customer satisfaction, and service excellence strategy
Collaborates closely with cross-functional leadership, especially product and sales
Drives resolution of escalated issues and promotes self-service offerings

7-10 years of experience in B2B technical support
3-5 years successfully leading technical support organizations, ideally across multiple geographies
Industry experience with Voice Recording &/or Telephony Systems (Microsoft, Cisco, Avaya, RingCentral, etc.)
Experience with SIP Signaling and a solid understanding of the protocol, Linux and Windows Server, Microsoft Azure Network, Windows networking, Wireshark / WinPcap
Strong tactical decision-making and crisis management experience in a continuously evolving environment.
Experience applying critical thinking and analytical skills to drive larger objectives which contribute to multiple areas of the organization.
Cross-collaboration experience with Product Management, Sales Management, and Partners/Resellers
Passion for helping customers and team members succeed.
Exceptional verbal, written, presentation, and interpersonal communication skills.
Ability to persuade others in sensitive complex situations while preserving relationships.
Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.

Senior Manager, Global Technical Support – Call Recording, Analytics

Key skills