Technical Support Manager

Job Description:

• Support engineers in troubleshooting complex technical issues and ensuring effective root cause analysis.
• Stay informed about relevant technologies and industry best practices to continuously enhance team capabilities.

Communication & Stakeholder Management:

• Communicate clearly and effectively with internal teams, customers, and senior management.
• Provide regular status updates on incidents, support performance, and ongoing improvement initiatives.
• Ensure effective communication in English, adapting language for technical and non-technical stakeholders.

Key Capabilities:

• Strong leadership and people management skills with a focus on team development.
• In-depth knowledge of ITIL processes and best practices.
• Ability to manage high-pressure situations during major incidents.
• Analytical mindset with a focus on process improvement and efficiency.
• Excellent verbal and written communication skills in English.
• Technical acumen to support troubleshooting and collaborate with technical experts.

Qualifications:

• 12+ years of experience in technical support leadership roles within a SaaS or technology environment.
• ITIL certification or similar qualifications.
• Proven track record in managing major incidents and team performance.
• Experience with tools such as JIRA, Zendesk, or equivalent platforms.
• Familiarity with cloud platforms like AWS, Azure, or Google Cloud.