Manager, Worldwide Support
Hybrid · San Jose, California, United States or Sydney, New South Wales, Australia
Job Summary
Lead and manage a team of System Reliability Engineers (SREs) to ensure high-quality technical support; establish staff schedules; conduct regular team meetings and performance evaluations; design and implement processes to enhance incident management and operational efficiency; drive resolution of critical customer issues in collaboration with engineering and sales; monitor performance metrics to uphold service standards; set objectives aligned with organizational goals and foster collaboration across teams. Requires 15+ years in technical support with 5+ years in people management; Bachelor’s in Computer Information Systems or equivalent; VMware virtualization expertise; storage and networking knowledge; strong communication and project management skills; hybrid work arrangement with on-site presence several days per week depending on location.
Required Qualifications
- Bachelor of Science in Computer Information Systems or equivalent experience
- 15+ years in technical support
- 5+ years in people management
- Strong verbal and written communication skills
- Leadership in team management
- Technical expertise in virtualization technologies (VMware)
- Understanding of storage and networking concepts
- Project management experience
- Process improvement for operational efficiency
- Cross-functional collaboration and driving innovation
Desired Qualifications
- 15+ years of technical support experience
- 5+ years in people management
- Strong verbal and written communication skills
- Proven leadership in team management
- Technical expertise in virtualization technologies (e.g., VMware)
- Understanding of storage and networking concepts
- Project management skills
- Experience implementing processes to enhance operational efficiency
- Ability to foster collaboration across cross-functional teams and drive innovation
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