Manager, Support Engineering

Req ID: POS-49350

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Manager, Support Engineering

  • Bangalore, India

About Cloud Software Group

Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the world’s largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work done – from anywhere. Members of our team will tell you that we value diverse lived experiences, varied perspectives, and having the courage to take risks.  Our teams are encouraged to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud

Job Description

You will be Manager & responsible to identify critical initiatives like tools and training projects that will benefit larger TS teams and to meet strategic product or functional group goals by providing leadership, resources and support a team of individual contributors and leads to deliver value to internal and external customers.

Position Summary -

Support Manager will have to do an integration into customer environments using troubleshooting skills and technical knowledge to isolate, analyze and provide resolution to customer issues. Supervisory functions may include, but are not limited to, prioritizing and assigning tasks for effective use of team resources; implementing projects in accordance with project plans and budgets; responding to more complex, escalated inquiries from team members; and checking the quality of their work.

Role & Responsibilities –

  • The successful candidate will be experienced in leading and developing a support team within a product support environment
  • This position will oversee the team’s active case workload and provide guidance where required with a focus on a high-quality world-class customer experience.
  • Oversees top tier customer critical account technical support situations to insure all elements of technical support are progressing to issue resolution.
  • Initiates and facilitates the discussion with customer and respective resolution stakeholders during critical issues. Ensures timely, professional and effective communication with the customer and internal groups from both the technical and management perspectives
  • Monitors and reviews live support calls and provide constructive feedback to the Support Engineer and Management
  • Identifies team and individual training needs and assist in driving the delivery of these training initiatives
  • Mentors and coaches Technical Support Engineers, soft skills, case management, technical skills, etc.
  • Monitors inbound work item coverage and ensures workforce availability to process these work items
  • Participates and leads hiring to get the best available talent
  • Willingness and ability to obtain beginner level Citrix Certification within 6 months of service
  • Should be open to work in 24/7 shift model. Must be available to work weekends and holidays on an on call or rostered shift basis.

Qualification (Knowledge & Skills)-

  • Proven experience managing customer escalations within a Technical Support environment.
  • Demonstrated ability to develop strong relationships with multiple levels of customer with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data
  • Prior experience working for a global IT vendor in a similar role
  • Ability to facilitate and manage cross-team collaboration to solve customer issues working with teams in person and virtually
  • Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs
  • Must be motivated by challenges, results driven, and able to recommend multiple solutions for a problem
  • Strong negotiation and difficult conversation skills for leading critical discussions and setting customer expectations
  • Experience creating concise reports for customers, following customer situations/incidents (Incident reports and RCA)

Requirements –

  • Three years bachelor regular degree is must.
  • Must have a minimum of 14 years of enterprise experience in a technical support environment with 4 - 5 years of people management experience
  • Broad technology base with emphasis on mobile solutions, virtualization, networking and/or storage is a plus.
  • Ability to work both independently and well with others and needs to be experienced in delivering results with a focus on customer happiness
  • Must have experience successfully handling difficult situations, both politically and technically
  • Possesses strong logical and structured problem solving and analytical ability
  • Strong written and verbal communication skills as well as excellent listening skills

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status, and other protected classifications.

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