Support Manager

About The Position

We are looking for a Customer Field/Support Manager for post-sale activities.

The position requires interfacing with clients as a technical expert both during the initial implementation and ongoing support of Waterfall Solutions at the customer’s site.

Responsibilities

• Provide Tier 1-3 level support including reproduction and documentation of system events.
• Lead, mentor, and motivate the support teams, ensuring they have the tools, knowledge, and support needed to provide outstanding customer service.
• Monitor and manage day-to-day support activities, including ticket management, issue resolution, and service level adherence.
• Onsite and Remote installation Worldwide.
• Ability to diagnose, troubleshoot, and resolve issues by providing root cause analysis to the customer.
• Perform onsite customer training during initial installation and ongoing as required.
• Collaborate with customers to engineer effective solutions incorporating our product.
• Collaborate with the Pre-Sales and Sales Team as needed to educate as well as get customer needs/requirements.
• Monitor all assigned cases for customer support and update all activities on the company tracking system.
• Documents service and installation actions by completing forms, reports, logs, and records.
  
  

• 3 to 5 years’ experience working in IT or OT Infrastructures – Networking Fundamentals, Traffic capture and analysis, IT or OT Network Protocols, Security, Scripts, Batch files.
• Advanced level – Windows and Linux environment mastering including OS installation, system modification, and debugging.
• 3 to 5 years of experience as a Technical Support Team Leader/Manager or similar role.
• Proven troubleshooting capabilities of software and hardware issues.
• Great customer interpersonal and communication skills.
• Availability for frequent traveling
• Experience with multidisciplinary systems.
  
  

• High-level database management, installation, and troubleshooting: MSSQL, MySQL, Oracle, Postgres, Maria DB.
• Experience with OSI PI and OPC data systems installation and support.
• Familiarity with SCADA – high level.
• Presales background
• Knowledge of Industrial Control Systems (ICS).