Job Description

CLIENT SUMMARY
We deliver cloud-based software and services for leading global video, content, entertainment, internet and communications providers, device manufacturers, governments and enterprises by enabling our customers to better engage with their end users. Our customers can ensure a smooth and secure identity login solution that unlocks access to content.
RESPONSIBILITIES
The Manager, Technical Customer Support is responsible for leading the technical and client support teams, ensuring high-quality, 24x7x365 support in alignment with contractual Service Level Agreements (SLAs).
This role oversees both the Technical Solutions Engineering and Technical Solutions Specialist teams, who are responsible for diagnosing, troubleshooting, and resolving customer and partner issues received via phone, email, and system alerts. The manager also supervises support engineers tasked with resolving complex issues beyond standard procedures.
In addition to managing daily support operations, this position serves as a key liaison between support, operations, and development teams to address product design, reliability, and maintenance concerns. The manager ensures the team remains up to date on all product upgrades and new releases.
Key responsibilities also include hiring, developing, and evaluating team members to drive performance and ensure efficient support delivery.

• Responsible for customer supports processes, systems, and outcomes.
• Supervise daily activities and functions of the technical support/network operations team.
• Coordinate and facilitate case resolution for all incoming phone, email or other support requests in compliance with contractual Service Level Agreements (SLA).
• Document, diagnose, and attempt to resolve written or verbal support requests using standard operating procedures.
• Provide Tier 1/Tier 2 technical support with regards to troubleshooting, escalations, and customer service for clients, vendors, and subscribers as needed.
• Maintain and improve procedures for handling technical support issues and problem resolution.
• Provide assistance to Technical Support Operations Engineers to improve overall customer/client communications, job performance and productivity.
• Review staff schedules and recommend/implement scheduling options as required by business needs
• Ensure quality standards are met and review team results to ensure that the work meets or exceeds department specifications.
• Maintain professional, courteous rapport with customers, vendors, and employees at all times.
• Promote a proactive rather than a reactive culture within the team and the organization through improved analysis and metrics with focus on developing a team that can provide analysis and troubleshooting autonomously.
• Drive and promote accountability within the team using a fact-based approach to measure successes and failure with the ability to accept accountability and learn from mistakes to drive change.
• Ensure the team maintains and updates knowledge base related to supported services and technologies.
• Responsible for designing, developing, implementing, operating, maintaining or monitoring various systems affecting Data Security, Processing Integrity, Availability, and Confidentiality.
• Work closely with other departments to solve the root cause of issues
• Perform other duties as assigned.

• Associates degree in related field and/or related experience
• 10+ years technical experience troubleshooting advanced products and services
• Previous management and/or leadership experience
• Advanced knowledge of all desktop operating systems and browsers
• Strong understanding of networking platforms and protocols
• Solid understanding of CRM technologies and concepts
• Must possess knowledge of standards and practices required to maintain the security of systems and data
• Strong personal communication skills, both verbal and written