Manager, Technical Support

Were seeking an experienced and self-driven Technical Support Manager to join our outstanding team. This individual is responsible for leading a team of engineers who provide analysis and resolution of issues across our platform. The Technical Support Manager is driven to ensure our customers receive a world-class experience as measured through well-defined KPIs. The position requires a balance of technical and managerial attributes that will shape the organization. Accountability, motivation, creativity, and tenacity are the key success attributes for this role.

Responsibilities

Providing world-class support to our EMEA customer base.
Train and motivate a team of Support Engineers who are responsible for proposing mutual resolution success criteria, coordinating communication and resource efforts cross functionally, and resolving customer escalations in a timely manner.
Foster and leverage key relationships inside Centrify to influence various functional groups to apply key resources to solve customer issues quickly.
Develop and present executive-facing reports that summarize real-time situational updates and analysis as well as key themes extracted from escalations worldwide.
Proactively engage with in-region and worldwide executives as appropriate, to improve customer relationships and demonstrate Centrify commitment to the customer at the highest levels.
Conduct post mortems to determine the root cause of critical escalations and identify opportunities for continuous improvement in the customer experience.
Evaluate staff performance and provide coaching and development guidance to help each engineer achieve his or her maximized performance.
Implement KPIs to measure progress both at an individual and team level
Perform trending and analysis of escalations to ensure quality delivery of services to our customers
Onsite customer visits as required