Manager, Support Engineering

About the role

Manages a team on resolving incoming service requests and manages the operation of customer service delivery, serving as point of escalation for difficult customer inquiries. Monitors the Incident Management process within a team to address gaps in incident resolution. Reviews and ensures resolution of escalated service issues and proactively identifies recurring and potential issues.

What you'll do

• Manages a team on being points of contact and resolving incoming service requests and manages the operation of customer service delivery to ensure timely and effective…
• Serves as point of escalation for unresolved and/or difficult customer inquiries
• Monitors the Incident Management process within a team to identify and address gaps in incident resolution and support processes to enhance efficiency
• Supports team members in and coordinates preparing training for new product releases or enhanced functionalities
• Works with customers through user group meetings and/or outreach programs to gather feedback and foster customer relationships, following up on survey results as needed

What you need

• Performance management