Manager, Tier 3 Technical Support StrongMail Systems
THIS JOB HAS EXPIRED StrongMail Systems is searching for an experienced and dedicated Manager of Tier 3 Technical Support to lead our growing, world class Tier 3 Support organization. The appropriate candidate should have the skills and experience to lead, inspire and motivate a team of professional, highly technical Support Engineers responsible for delivering innovative and market leading Support. The right candidate will be responsible for growing the team, optimizing operations, escalation management, and developing and maintaining an efficient bi-directional relationship with both Tier 1 Support and Sustaining Engineering. The team is primarily located in Redwood Shores, California; however management of remote employees is likely.
Responsible for ensuring proper resource engagement to efficiently solve both internal and external customer problems.
Lead the team to meet or exceed all service level agreements and customer satisfaction goals.
Provide mentoring and career guidance to individuals to ensure support engineers? job satisfaction and long term retention.
Achieve deep familiarity with StrongMail?s full suite of industry leading products.
Team Management: 40%
Manage support level and customer satisfaction metrics; ensure the support SLA?s are being met and exceeded.
Conduct regular 1:1 meetings with team members to monitor progress, to set expectations, and to coach and develop employee skills.
Manage staff schedule for 24/7 time zone coverage.
Ensure team has access to development tools, methodologies, and resources needed to ensure success.
Set, track and reward team based on Services Bonus Program.
Customer/Case Management: 40%
Leverage deep product knowledge to ensure correct case handling.
Work with both Tier I Manager and Sustaining Engineering Manager to ensure all case handling/hand-off guidelines are followed.
Receive and manage customer complaints and escalate to appropriate personnel, ensuring successful and timely resolution.
Ensure that escalations correctly reflect the customer?s needs and urgency.
Future Planning: 20%
Contribute customer service information and product recommendations to Engineering, QA, and Product Management.
Refine new support engineer training/ramp-up plan and conduct annual performance reviews.
Identify improvements to existing processes for continued team efficiency.
Minimum Job Requirements:
Education: Minimum of Bachelor?s degree in Computer Science or Business Management with a strong technical focus
Experience: 7+ Years of work experience in a Technical Support role, including escalation management.
2+ Years of increasing management and escalation handling responsibilities.
SPECIFIC SKILLS & EXPERIENCE:
A proven track record of exceptional technical, customer and project management skills supporting mission critical, enterprise level software.
Ability to absorb complex technical concepts and effectively communicate them to a non-technical audience, including marketing and C-level executives.
Demonstrated creative problem-solving approach and strong analytical skills, combined with a strong sense of ownership, and a proactive can-do attitude.
Working knowledge/exposure to e-mail systems, digital marketing, XML, Linux, web-based applications, and database operations a plus.
Strong knowledge of Linux/Unix OS, preferably RedHat/CentOS.
Strong knowledge of system administration, including networking.
Experience in troubleshooting J2EE enterprise applications.
Experience with PostgreSQL or other object-relational databases.
||1300 Island Drive |
Redwood City, CA 94065
THIS JOB HAS EXPIRED