Manager Technical Support Job in Gigamon

Description

• Manage support teams in India, providing 24/7/365 support to global customers and partners.
• Ensure a best-in-class customer experience through consistent responsiveness and monitoring.
• Develop and maintain operational metrics for the support organization, focusing on case management, knowledge sharing, and quality of escalations.
• Conduct people management activities, including regular one-on-ones, career planning, and annual focal reviews.
• Oversee customer escalations, ensuring effective situational management and communication with the leadership team on progress and plans.
• Collaborate actively with sales, product management, engineering, and other business units as required.
• Utilize analytical problem-solving skills to apply innovative thinking and drive continuous improvement in customer experience.
• Manage customer escalations and communications effectively, demonstrating account and project management skills.
• Research relevant subjects to enhance knowledge and support the commitment to continuous improvement.

• 8+ years of experience in a customer support management role, ideally in a technical support capacity.
• Bachelor s degree in Computer Science or Engineering preferred.
• Proven experience managing a team of over 5 direct reports in a technical support environment.
• Familiarity with tools such as CRM, Knowledge Base, and ACD systems.
• High level of oral and written communication skills, with a focus on escalations management and project coordination.

• A strong leader who fosters a culture of customer and employee satisfaction within the team.
• Analytical and innovative thinker with a track record of solving complex problems.
• Excellent communicator who can effectively collaborate with cross-functional teams.
• Committed to continuous improvement and capable of driving operational excellence.
• Enthusiastic about building a diverse and inclusive work environment, welcoming candidates from all backgrounds.