Expoint - all jobs in one place

Finding the best job has never been easier

Limitless High-tech career opportunities - Expoint

Snowflake TECHNICAL SUPPORT MANAGER 
Costa Rica, San José 
377290321

09.07.2024
AS A TECHNICAL SUPPORT MANAGER, YOU WILL:
  • Have team responsibility for delivering excellent technical support in a 24x7x365 SaaS environment
  • Be responsible for hiring, development, training, and skills management for a team of Cloud Support Engineers.
  • Navigate and steer difficult situations toward positive outcomes
  • Make data-driven decisions to improve operational quality and efficiency
  • Manage toward key customer success metrics - SLA, CSAT, Time to Resolution (TTR), Knowledge Contribution, etc.
  • Perform case quality reviews and coach team members toward driving improved customer experience
  • Foster and grow relationships across product and engineering functions for knowledge building, incident engagement, new feature readiness, and product feedback
  • Establish good working relationships with customer-facing teams (sales, support account management, professional services, etc)
  • Turn customer feedback into actionable steps to improve support service delivery
  • Partner with incident and escalation management team to drive satisfactory resolution of customer escalations
  • Assess and evaluate processes, technology, and team skill sets to identify gaps and identify areas to improve and opportunities for advancement.
  • Be the agent of change for new business processes, technology, and transformation
  • Lead by example to cultivate and maintain a culture built on teamwork and collaboration
  • Manage organizational and departmental objectives
  • Able to provide operational coverage outside of regular business hours at short notice when needed
OUR IDEAL TECHNICAL SUPPORT MANAGER, WILL HAVE:
  • Bachelor's or Master's degree in Computer Science or equivalent discipline
  • 5+ years of technical support and service management experience; 2+ years in a supervisory role is required
  • Experience managing Enterprise support in a large and complex environment in a web-based service and technology
  • Proven capability of delivering on departmental goals and key metrics
  • Customer-first mindset and a "Get it done" attitude
  • Demonstrated ability to provide exceptional internal and external customer care
  • Ability to champion change through commitment and support for initiatives
  • Ability to appropriately prioritize and escalate customer issues
  • Ability to present problem resolution, root cause analysis, and corrective actions to customer-facing teams and customers when warranted
  • A reputation for fairness, dependability, and adherence to high ethical standards
  • Strong analytical and problem-solving skills
  • Strong technical aptitude and excellent communication and negotiation skills, both oral and written
  • Extensive experience in one or more ticketing systems; Salesforce Service Cloud preferred
NICE TO HAVE:
  • Experience supporting a database, data warehouse, or data platform technology in a SaaS environment
  • Experience facilitating solution-building across cross-functional teams and driving projects to achieve a shared goal