Manager, Technical Product Support

The Manager, Technical Product Support is responsible for the day-to-day offshore operations of the customer support team to provide high service quality, customer satisfaction and restore service failures for our products. This role ensures the offshore team meets service level agreements, resolves escalated customer issues, provides training, and implements strategies to enhance customer satisfaction and team performance.

What You Will Do:

• Lead and mentor a team of technical product support analysts, ensuring consistent high performance.
• Confirm team is trained and following support procedures and processes and audit support interactions to ensure adherence to quality standards.
• Act as a point of escalation for complex product issues and customer concerns.
• Collaborate with Product Management, Engineering and QA teams to resolve issues and influence product improvements.
• Develop and maintain documentation including FAQs, troubleshooting guides, and knowledge base articles.
• Analyze support trends and customer feedback to identify opportunities for process improvements.
• Report on performance metrics such as ticket resolution time, customer satisfaction, and support quality.
• Implement tools and systems to enhance support efficiency and tracking.
• Drive initiatives to improve custom experience and reduce ticket age and/or volume (e.g.; self-service, automation).
• Participate in product readiness, ensuring the team is trained and equipped.
• Keeps the Global Support Manager and CS Director informed and updated on customer support and delivery issues and makes recommendations on improvement of services.
• Stay actively informed of the business activities, product and service capabilities to enhance customer support, service delivery and business operations.
• Responsible for management of Engagement, Attrition and ESAT for the team.
• Ensure team is meeting agreed support SLAs, paid support contract deliverables, and department OKRs through better workload distribution, queue management and escalation handling.
• Conduct regular Customer meetings to review support cases, trends, recommendations and overall product usage.
• Engage in effective Career Development activities like effective career coaching and counselling.
• Lead team meetings and one-on-ones to ensure continuous skill development and high team morale.
• Participating in recruitment activity of technical support team.

What You Will Need:

Education and Experience

• Typically requires 10+ years of relevant experience with 3 years in support management
• Typically requires a bachelor’s degree in computer science, Engineering, Information Systems or equivalent combination of education and experience.
• Relevant certifications (e.g., ITIL, DevOps, SRE) are a plus.
• Experience in writing complicated SQL Queries. Must have the ability to analyze SQL scripts from within the application software code.
• Experience in Core Java Programing. Should be able to debug java programs from the code in the production to perform a root cause analysis.
• Strong knowledge in developing small Java applications to handle data discrepancy issues.
• Knowledge of writing Windows Batch Command files for various tasks in client environment.
• Knowledge of Automation scripts using Powershell.

Knowledge, Skills, and Abilities

• Strong knowledge of the company’s products and services, with effective troubleshooting skills.
• Excellent verbal and written communications skills capable of explaining technical concepts in clear, simple terms.
• Strong analytical and problem-solving abilities with a data-driven approach.
• The management skills to organize, plan and direct the work activities of other professional employees.
• The human relations skills necessary to organize, direct and motivate senior level professionals and managers. These skills are also necessary to develop strong client relationships at the highest levels.
• Experience with support platforms (e.g. D365, Ivanti, Jira).
• Familiarity with Agile development methodologies is a plus.
• Working knowledge of the ABS Health, Safety, Quality, and Environmental Management System.

Reporting Relationships:

Reports directly to the Global Support Manager or CS Director. Product Support Team Leads and Sr. Product Support Analyst.