Senior Technical Support Manager

We are looking for a Senior Manager – Tier 3 Technical Support

An excellent opportunity for an experienced senior support manager to join the Global Customer Support Excellence group as the Senior Manager of the Tier 3 Support Team.

In this role, you will be responsible for leading and managing a team of Tier 3 technical and product experts, serving as the primary technical and business authority for all Tier 3 support matters across global support regions. The team also acts as the main liaison between the field and the organization.

As part of your responsibilities, you will handle escalations and critical issues from the field, and lead complex support projects that require cross-organizational collaboration. This includes improving troubleshooting protocols and implementing support-enabling tools.

Key Responsibilities:

• Lead and guide the Tier 3 experts team- managing workload, emergency cases, and ongoing activities
• Develop training plans for the team and ensure familiarity with new developments and changes (ECO)
• Gain in-depth knowledge of customers and applications, including travel and meetings with physicians and labs across all regions
• Full ownership of the end-to-end problem-resolution process until customer feedback is received
• Collaborate with the professional services team to improve service and support advanced activities
• Work with the knowledge and training teams to create and distribute global knowledge
• Handle complex cases escalated from Tier 1, Tier 2, professional services, and partners
• Conduct deep problem analysis and identify root causes
• Escalate unresolved complex issues, including logs, process documentation, diagnostics, and recovery steps
• Support and mentor lower-tier support team members
• Support NPI (New Product Introduction) activities, including UAT (User Acceptance Testing), LMR (Launch Market Readiness), and product launches
• Deliver field feedback to R&D teams regarding hardware and software functionality
• Suggest product improvements based on field experience

Requirements:

• Previous experience in customer support for multidisciplinary products (hardware+ software+ additional components)
• At least 8 years of management experience
• Bachelor's degree in Mechanical Engineering, Software Engineering, Electronics, Industrial Management, or Biotechnology
• Strong troubleshooting and problem-solving skills
• High motivation to improve the customer experience
• Excellent written and verbal communication skills
• Proven success working in a global matrix environment
• High-level English – full professional proficiency