Technical Support Manager - EMEA - Up to £85k + 10% Bonus
2 days per month in Glasgow office
The Technical Support Manager, EMEA supervises the day-to-day operations of the EMEA region of support engineers and reports to the Director of Technical Support. The EMEA regional support team provides tiered follow the sun support to My client customers as part of our 24/7/365 support model. My client customers are some of the largest cable, satellite, telco and Internet TV operators in the world, and our team provides support to these high-traffic, high-availability systems located both on-premises and as part of our SaaS offering.
A successful candidate will have experience working in Customer facing B2B support roles in Customer Success, incident based or managed services environments. Candidates can expect to be evolving, reporting on and responsible for customer support policies and procedures through monitoring and reporting on KPI, leading/lagging indicators, and other metrics. The candidate will come from a technical background and process a strong management skill including the ability to defuse situations by meeting customer expectations while keeping the goals of the company at the forefront of their work.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
* Develop and mentor the team to transition from a L1/L2 to a L2/L3 support skill level
* Verify that all necessary requirements, incident details, sample data, and other supporting information is provided with each incident escalated to engineering
* Ensure tickets assigned to team members are based upon current workload, subject matter expertise, complexity, and resource availability
* Help to manage overall prioritisation between competing production incidents/problems,
* Track progress of team's tickets with a focus on meeting SLA's
* Track and report on KPI's for tickets assigned to and handled by the EMEA Support team.
* Manage relationships with key partners, service providers, and customers in your region.
* Monitor team KPIs, proactively suggest adjustments to process, procedure, tools, and staff where needed.
* Provide data and reporting of KPI's and trends to Management in ad-hoc, weekly, monthly, and as needed intervals.
* Manage the day-to-day activities of the support team, providing them guidance and direction as necessary.
* Advocate for customers and define ways to continually add value to the customer experience.
* Serve as a manager, mentor, and escalation point for support agents; Build credibility and trust within the support group.
QUALIFICATION REQUIREMENTS:
* 3 or more years' experience working in a team lead, Customer Success manager or technical support manager role.
* Able to deliver technical explanations to multiple audience levels in English.
* Critical thinking and problem-solving skills, and the ability to walk others through their logic
* Strong Experience in managing technical support professionals.
* Ability to attract, hire and retain high-performing support professionals
* Ability to work on competing priorities under tight timelines and delivery pressures.
* Analytical bent of mind to understand data and derive actionable insights
* Proficient with Zendesk, Salesforce, Atlassian and MS Office productivities suite.
Preferred but Not Required:
* Experience in working in a technical role within the telecommunications industry.
* Experience with Digital Video Broadcast ecosystems, particularly Conditional Access.
* Experience with Amazon Web Services.
About My client:
My client helps power the modern connected world with security made for people. They protect digital content, applications, and devices with intuitive, people-centered and frictionless security. Leading brands turn to my client to secure everything from premium movies and live streaming sports to sensitive financial and healthcare data, to mission-critical mobile applications.
