Manager, Customer Support Engineering
RemoteAustralia
Job Summary
Lead and develop a team of Customer Solutions Engineers across APJ regions, ensuring high-quality technical support for enterprise customers. Strategize and implement support processes to enhance operations, facilitating smooth issue resolution while fostering a culture of continuous learning and professional growth. Collaborate with cross-functional teams to enhance customer satisfaction, drive product adoption, and ensure a seamless customer experience. Monitor and analyze team performance, providing regular feedback and coaching to improve efficiency and effectiveness. Advocate for customers within the organization, ensuring their needs and feedback influence product development and innovation. Lead by example, offering hands-on support and guidance to both customers and team members, driving towards excellence in every interaction.
Required Qualifications
- Extensive experience in technical support or engineering, preferably with enterprise-level customers in a SaaS environment
- A proven track record of building and leading high-performing technical support or engineering teams
- Exceptional problem-solving skills, with a capacity to handle complex technical issues and provide effective solutions
- Excellent communication and interpersonal skills, capable of navigating diverse cultural and regional nuances within a global team
- Adeptness at project and program management, with a keen ability to organize, prioritize, and manage cross-functional projects
Desired Qualifications
- Experience with analytics engineering tools and processes
- Familiarity with SQL, including the ability to read, interpret, and write queries
- A proven background in collaborating with engineering and product teams to build scalable solutions for bug triage and investigation, quantitative product feedback, and communicating 'the voice of the customer'
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