Manager - Technical Support
Tasks
- Analyze support data for process improvement
- Coach and mentor support engineers
- Communicate complex technical issues to various audiences
- Conduct performance reviews and training
- Contribute to internal knowledge base
- Coordinate with engineering and product teams
- Develop support playbooks and escalation frameworks
- Ensure SLA and KPI adherence
- Handle escalations and critical incidents
- Maintain global support handover quality
- Manage staffing levels
- Manage support KPIs and continuous improvement initiatives
- Monitor daily support operations
- Partner with cross-functional teams for product improvements
- Review complex technical cases
Perks/Benefits
Skills/Tech-stack
API diagnostics | Automation tools | Command Line | Curl | Customer communication | DNS | Data Analysis | Dig | HTTP/S | Incident escalation | Linux Command | Linux Command Line | Logs | Networking | Nslookup | OSI Model | Operations Management | SSL/TLS | Scripting | Stakeholder management | Support operations | Support operations management | TCP/IP | TCPDump | Technical leadership | Traceroute | Troubleshooting tools
Education
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