Technical Support Manager

Technical Support Manager The Technical Support Manager will lead a team of dedicated support professionals to deliver exceptional customer experiences for our global enterprise clients. This role requires strategic oversight, a focus on continuous improvement, and the ability to drive operational excellence. You will be pivotal in shaping a customer-centric support culture while managing escalations and ensuring compliance with SLAs (Service Level Agreements). Key Responsibilities:Customer Experience & Satisfaction:

• Deliver Remarkable Customer Experiences by championing a customer-first approach in all support activities.
• Address Customer Dissatisfaction: Engage directly with customers to identify issues and implement corrective measures.
• Proactive Escalation Management: Handle critical customer issues with urgency, engaging relevant expertise and communicating progress effectively to internal and external stakeholders.
• Foster a Collaborative Environment: Ensure seamless interaction among support teams, engineering/development, and service managers, ensuring timely and clear updates on issue status and action plans.

 Operational Excellence:

• Drive Operational Metrics: Monitor and improve operational metrics such as CSAT, backlog management, TTR (Time to Resolution), and quality scores.
• Automation & Process Optimization: Identify opportunities for automation and process enhancements to improve service delivery and efficiency.
• Ensure Compliance: Build and maintain processes that ensure consistency, compliance, and quality across all support interactions.
• Continuous Improvement Initiatives: Lead and participate in initiatives aimed at enhancing service quality, team performance, and customer satisfaction.

 Leadership & Team Development:

• Hire & Retain Top Talent: Attract and retain high-performing support professionals, ensuring the team remains motivated and equipped to handle complex customer issues.
• Develop Talent Aligned with Business Objectives: Provide coaching, mentoring, and professional development opportunities that align with individual and organizational goals.
• Promote a High-Performance Culture: Foster an open, innovative, and inclusive environment that encourages diversity, new ideas, and team collaboration.
• Set High Performance Standards: Lead by example, setting high standards and holding team members accountable to achieve results.

 Strategic & Analytical Insights:

• Analyze Support Metrics: Use data-driven insights to identify trends, recurring issues, and areas for process or service improvement.
• Make Bold, Informed Decisions: Demonstrate ownership by making timely, thoughtful decisions that balance customer needs with operational requirements.
• Understand Support Offerings & Business Acumen: Deeply understand the support offerings and their strategic value, aligning team efforts with broader business goals.

 Qualifications & Experience:Must-Have:

• Bachelor’s Degree in Computer Science, Information Technology, or related field.
• 12+ Years of Experience in technical customer support, with a minimum of 5 years in a leadership or management role.
• Proven Understanding of 24x7 technical support operations, especially in a global context, supporting enterprise customers.
• Excellent Communication Skills: Ability to communicate clearly, effectively, and adapt based on audience needs.
• Demonstrated Ability to hire, retain, and coach high-performing support professionals.
• Strong Escalation Management Skills: Proven experience managing escalations with internal and external stakeholders.
• Analytical & Problem-Solving Mindset: Ability to analyze support data, derive insights, and make informed decisions.
• Customer-Centric Approach: Ability to instill a customer-first culture organically within the team.
• Business Acumen: Strong understanding of support offerings, operational effectiveness, and their impact on business outcomes.

 Good to Have:

• ITIL Certification: Knowledge of ITIL best practices for service management.
• Experience in Managing Network Security TAC: Familiarity with network security issues and solutions.
• Network Security Certifications: Certifications like CISSP, CISM, etc., to strengthen technical leadership.
• SASE Experience: Exposure to Secure Access Service Edge (SASE) environments and related support requirements.

 Performance Objectives:

• Achieve and maintain high performance in operations metrics such as CSAT, backlog management, and quality scores.
• Efficiently manage escalations and drive quick resolutions.
• Foster Employee Engagement & Growth: Develop strategies to enhance team morale and facilitate career growth.
• Drive automation efforts to improve response times and service quality.
• Ensure high levels of customer management and satisfaction, with measurable improvements in feedback scores.

 What You'll Bring:

• Customer Advocacy: Be the voice of the customer within the organization, ensuring their needs are understood and met.
• Exceptional Communication: Clear, concise communication skills, both written and verbal, adaptable to various stakeholders.
• People Leadership: Proven experience in managing, motivating, and developing support teams.
• Ownership & Problem Solving: Proactive approach to solving challenges, taking ownership of outcomes.
• Quality Focus: Consistent effort to deliver high-quality outputs across all interactions.
• Embrace Diversity & Innovation: Encourage a culture of diversity, inclusion, and innovative thinking.

 First 30 Days:

• Learn about the company, products, and support processes comprehensively.
• Understand TAC processes and metrics end-to-end to align with the company’s objectives and strategies.

 What’s in It for You?

• Opportunity to grow and lead in a fast-paced, performance-oriented environment.
• Be part of a global, innovative SD-WAN leader recognized for its best practices and inclusive culture.
• Career Growth & Learning: Embrace continuous learning and career development.

 Who are we – Aryaka is the leader and first to deliver Unified SASE as a Service, the only SASE solution designed and built to deliver performance, agility, simplicity and security without trade-offs. Aryaka meets customers where they are on their unique SASE journeys, enabling them to seamlessly modernize, optimize and transform their networking and security environments. Aryaka’s flexible delivery options empower enterprises to choose their preferred approach for implementation and management. Hundreds of global enterprises, including several in the Fortune 100, depend on Aryaka for cloud-based software-defined networking and security services. For more on Aryaka, please visit www.aryaka.com. Why Aryaka  We have won “Great Places to Work” World-Wide for 4 consecutive years because we have an amazing company culture that is inviting, collaborative, supportive, and inclusive to our employees. We encourage our employees to expand their knowledge base and provide the tools to help them get there. We are always innovating and looking at ways to improve and expand, and we listen to our employees and their ideas. We have an amazing group of very respected “Thought Leaders” who are always open to mentoring. We consider ourselves great Corporate Citizens which we show through our “Women In Technology” Program and “Aryaka Cares” Program as well as others. Our Benefits are World-Class and a flexible work structure to allow you to maximize on your work/life balance. As Aryakans, we are 100% dedicated to being an equal opportunity employer and supporter of Diversity, Inclusion, and Belonging. Third-Party Agency Notice: Aryaka does not accept unsolicited resumes from 3rd party agencies. Should any agency send a resume to any employee within Aryaka without explicit invitation, the resume will be considered a gift, and no fee will be paid. All agencies must have a signed contract from Talent Acquisition management prior to any engagement