Technical Support Manager
Climb Channel Solutions NA
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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About the role
- 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 Delinea 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 Delinea 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
Requirements
- BS degree or equivalent (BS degree in Computer Science / Computer Engineering is a plus)
- 8+ years of experience in an Enterprise Customer Support Organization, with a minimum 5 years of direct personnel management experience
- Experience with process improvement methodologies/frameworks such as ITIL, Six Sigma
- Excellent English communication and presentation skills (both verbal and written). Skill in a second applicable language is a definite advantage. English will be the default international status update and reporting language.
- Strong negotiation and objection handling skills
- Knowledge of Microsoft Active Directory, Kerberos, LDAP and directory technologies (highly desirable)
- Strong technical aptitude and know-how of Single Sign-On, SAML, *Nix systems, Mobile Device Management (MDM) concepts
- Prior experience of Delinea products is a huge plus.
- Ability to travel on occasion
Benefits
- Healthcare insurance
- Pension/retirement matching
- Comprehensive life insurance
- Employee assistance program
- Time off plans
- Paid company holidays
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
process improvementITILSix SigmaMicrosoft Active DirectoryKerberosLDAPSingle Sign-OnSAML*Nix systemsMobile Device Management
Soft Skills
communication skillspresentation skillsnegotiation skillsobjection handlingteam motivationcoachingperformance evaluationrelationship buildingproblem-solvingcontinuous improvement