Manager of Technical Support Engineering

• The Manager- Technical Support is a technical customer facing professional who possesses initiative, a positive and resourceful mindset, and the ability to learn quickly and adapt to change.
• The individual is an organized self-starter with tenacity, drive, and enjoys working in a collaborative fast-paced environment to ensure swift resolution of issues and an exceptional customer experience. A deep commitment to quality is essential, as well as demonstrated creative troubleshooting skills.
• High energy leader with vision to see problems and potential solutions.
• Self-starter and ability to work in a fast-paced culture.
• Enjoy driving problems and debugging to completion by engaging with appropriate teams and resources.
• You feel challenged and enjoy handling high pressure situations involving clients.
• Empathetic and passionate about technology, products and customers/end-users
• An organized, effective communicator who can confidently present in front of clients and decision-makers
• Developed strong analytical and problem-solving skills and the ability to quickly differentiate between problems caused by hardware, operating systems software, application programs, or network failures.
• Experience working on:
  • Object-oriented language Pega is based on Java
  • Relational and NoSQL databases as well as front-end technologies
  • AWS / Cloud based services / Container Orchestration

Additional Preferred Qualifications:

• Knowledge of J2EE architecture and application servers (Websphere, Weblogic, Tomcat, or JBOSS)
• Knowledge of database administration (Oracle, Postgres, MSSQL, UDB or DB2)
• Knowledge and experience with Javascript, SQL, and CSS/HTML
• Knowledge of Operating Systems (specifically Windows, AIX, Solaris, Linux, zOS)
• Knowledge of Communication protocols and technologies (SOAP, MQ, JMS)

• Bachelor's/Masters degree from four-year college or university.
• 10-15 years of experience, with 2+ years in a leadership role, driving customer service and success in a customer-facing organization.
• Excellent communication (written and verbal) and public speaking skills are required.
• Service excellence by providing the team with a holistic and consistent experience comprised mainly of five main types of skills that benefit our largest, most strategic customers. Those five skills include: customer service, troubleshooting, product subject matter expertise, communication/case management & documentation, and team player / global mindset.
• Partner with cross functional teams to develop a customer support model to fit customer demand.
• Strategic mindset towards organizational efficiency, constantly optimizing processes.
• Navigate operational improvements with our engineering team to identify tooling and automation that will both enable faster customer issue resolution.
• Mentor the team, remove barriers to customer and team success. Provide live coaching sessions on a regular, recurring basis with all direct reports.
• Performance management: conduct one-on-one sessions with employees to review cases and assist in associate growth and development.
• Proactive engagement with customer base while supporting and managing escalations.
• Strong client facing experience to strengthen relationships as needed to understand the customer requirements, determine further opportunities, resolve escalations and address the root cause of issues.