Technical Support Manager

Req ID: POS-48807

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Technical Support Manager

  • Ft. Lauderdale, Florida, United States

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.

Are you a passionate leader? Have you led support teams through significant technology transitions?

Then the Technical Support Manager may be the opportunity for you, read on and apply today!

About This Team

The Technical Support Engineering Team is responsible for providing technical assistance for Cloud Software Group products to customers via phone, email, and other channels as appropriate.

  • Focuses on in-depth problem analysis of Cloud Software Group products.
  • Ensures products are integrated successfully into customer environments.
  • Utilizes fundamental troubleshooting skills and technical knowledge.
  • Isolates, analyzes, and provides resolution to customer issues.
  • Supports clients that can range in size from Small businesses to Large Enterprises.

Job Description

As a Manager of a Technical Support team, you are responsible for overseeing customer technical support engineers on Cloud Software Group products in software, networking, and Cloud.

  • Mentoring and growing your team to help them achieve greatness
  • Driving and leading global projects that lead the technical support team in the transition to the cloud.
  • Tracks, monitors, and regularly reports on team's operation
  • Closely manages hot customer accounts to develop a path to issue resolution.
  • Delivers superior level service to end-user customers
  • Acts as point-of-contact for escalated issues
  • Ensures appropriate response and focus of support teams

Duties and Responsibilities

  • Receives assignments in the form of objectives and establishes goals with the direction of their manager to meet those objectives. Reviews and recommends changes to policies affecting their team. Exercises sound judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results.
  • Interacts with regional and corporate management on matters between functional areas or customers and the company. Communicate appropriately to both technical and non-technical customers on issues worked by their team.
  • Embraces the curiosity, hunger and tenacity to solve the puzzle. Have an innate desire to understand more than what is in front of their ideas. 
  • Desire to grow and build their team as well as their networks. Motivates their team and provides counseling and direct feedback on a regular basis.
  • Leverages company and department’s tools to reward employees.
  • Monitor incoming and existing workloads to ensure support reps are following the expected Service level goals. Achieve and maintain targeted team statistics along with other established goals. Ensures customer satisfaction targets are achieved.
  • Supervises individual contributors in accordance with company policies and procedures
  • Conducts interviews, hires new individual contributors, and provides employee orientation/assimilation training
  • Coaches and provides career development advice to staff
  • Assists staff in resolving complex or out of policy operation problems

Required Experience/Skills

  • Understands basic management approaches such as work scheduling, prioritizing, coaching, and process execution.
  • Understanding of the need to be flexible outside of standard business hours to provide support for team members that are in need of coaching and/or guidance. 
  • Requires advanced knowledge of job areas typically obtained through advanced education combined with experience.

Nice-to-Haves

  • Experienced managing remote team members. 
  • Knowledge of support processes and terminology.
  • Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.
  • Strong experience on technical support for software and network products
  • Strong understanding of Cloud-Based infrastructures and technical support background in assisting customers troubleshoot Cloud and SaaS technologies.
  • Strong organization and work planning skills. Ability to work on multiple issues and prioritize work accordingly to business processes. Must be motivated by challenges and be able to offer a solution to a problem.
  • Skilled in leading personnel associated with account management at the enterprise level.
  • Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical.
  • Proven ability to formulate and coordinate solutions to issues in conjunction with multiple functional areas when needed. Proven ability to work in a fast-paced environment and use judgment in handling customer calls and providing technical assistance
  • US Citizenship is strongly preferred.

Education 

  • Requires a University Degree or equivalent experience and minimum 3-5 years prior relevant experience.

Pay & Benefits Summary

  • Base Salary Range of $95,000 to $110,000 (dependent upon level of credentials)
  • Performance Bonus Range of 5% to 10%
  • 401(k) and retirement benefits
  • Reimbursement for travel
  • Health benefits
  • Time off allowance
  • Tuition reimbursement
  • Team outings and events

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