Support Engineering Manager

People Management: You lead a team of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability, and attracting/ retaining great people. Response and Resolution: You impact the customer relationship through managing Technical Support delivery and acting as an escalation point for Support Engineers to remove roadblocks and help prioritize technical issues at a global level. Readiness: You ensure your team has the technical skills required to provide a great customer experience and you collaborate with partner teams (e.g. engineering /product/ readiness or other SMEs) to fill readiness gaps regarding new and existing technology Product/Process Improvement: You communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements Business Integration: You identify opportunities to collaborate effectively with other teams and organizations to enable a great customer experience. 5+ years operational excellence, delivery management, account management, sales, or vendor management experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years operational excellence, delivery management, account management, sales, or vendor management experience. 2+ year(s) experience of managing people. Strong customer service, communication, and interpersonal skills Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals. Flexibility and ability to adapt to ambiguous and changing situations Ability to manage high pressure situations