Lead and mentor a high-performing team of engineers, managing the full employee lifecycle and fostering a world-class talent pool.
Spearhead high-priority incident management for 'System Down' events, coordinating rapid resource allocation to restore critical services.
Drive operational excellence by monitoring KPIs like MTTR and CSAT, using data-driven insights to exceed performance targets.
Collaborate with Product Engineering to perform root cause analysis on recurring trends, implementing permanent fixes that improve software reliability.
Facilitate knowledge sharing through customer webinars and technical training sessions to empower both internal teams and external partners.

7+ years of experience in enterprise technical support for complex, multi-tiered software such as ERP, FinTech, or HCM
3+ years of leadership experience managing teams of 10-15 engineers in high-volume, fast-paced environments
Deep technical proficiency in Microsoft Azure or AWS, including Azure Virtual Desktop and MFA configurations
Advanced knowledge of MS SQL Server, including administration, data manipulation, and reporting tools like SSRS or Power BI
Proven ability to communicate complex operational and technical concepts to both stakeholders and non-technical audiences.

Technical Customer Support Manager

Key skills