customer support
Posted Apr 10Manager, Technical Support
at Qualys
Pune, IndiaOn-site
Responsibilities
- *Collaborate with our Product and Engineering teams to help resolve complex technical issues, document product bugs and help influence our product roadmap.
- *Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
- *Collaborate with other members of the Global Support team to build sustainable, frictionless, and consistent global processes to meet customer needs *Collaborates with peers on improving worldwide support process and procedures and provides input to other departments on applications that affect support delivery. *Qualifications
Requirements
- experience managing highly technical teams.
- experience with Qualys product and services. *Effectively participates in the product release cycle to ensure that support readiness
- *Must be a team player with high integrity and a strong work ethic. *Bachelor and/or post graduate
- qualifications in Computer Science and/or IT Management or equivalent
- experience with a minimum of 2+ years in a people management role is required *Technical and/or Network Security relevant knowledge and
- experience in one of the following areas: security operations, network security, technical support, incident detection/response, malware analysis, threat response *Experience with web application security testing or web application scanning products is a significant plus.
- *Demonstrated track record of providing world-class technical support for a SaaS platform with multiple offerings and/or with enterprise products to large scale, enterprise IT organizations for mission critical platforms.24/7/365 follow-the-sun service delivery operations *Can effectively prioritize and escalate customer issues and drive rapid resolution taking full ownership and with focus on customer
- *Excellent written/verbal communication and presentation skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences and explain impact in business terms.
- *Ability to lead change by effectively building commitment and winning support for initiatives.
- *Ability to multi-task and prioritize with a strong sense of urgency and getting to closure on behalf of the customer. *Demonstrated
- experience influencing people across functional boundaries and effectiveness working with global or international operations *Proven capability of having successfully delivered on support metrics and managing a support team.
Experience
- experience *A minimum of 5+ years technical support and service
Additional details
- Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! The Technical Support Manager will be responsible for managing a world-class Technical Support team supporting all Qualys offerings.
- The successful candidate will have demonstrated leadership
- This includes providing leadership, interfacing with Development on customer-impacting enhancements and fixes, recruiting and development of support staff, guiding, and exceeding team metrics.
- The successful candidate will also have responsibility for leading efforts in developing and implementing world-class technical support services, knowledge base content, best practices, and methodologies to deliver unsurpassed service and support.
- They will report to the Director of Customer Support, Americas, and will oversee the day-to-day operations of deployment, integration, and overall product support.
- They will work closely with various teams to understand and address customer concerns, helping deliver an exceptional customer experience.
- Customer-first mindset and a positive; get it done; attitude are critical success factors for this role.
- This role will interface closely with customers and partners. *Responsibilities
- *Provide seamless 24x7 Follow-the-Sun support by coordinating with global counterparts.
- *Responsible for People Management, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.