Job Description
The Technical Support Manager is responsible for leading a team of Technical Support and Escalation Engineers who focus on troubleshooting, repairing, debugging, and diagnosing incidents with NetApp products. This includes hardware, software, and multi-system/multi-vendor/multi-network interoperability issues. The manager will have operational knowledge of their functional area and align individual objectives with the company's goals.
They will establish and maintain relationships with internal stakeholders, including Senior Management, Engineering, Support Account Managers, and Sales to drive operational excellence within support.
The manager provides oversight to groups of Technical Support Engineers and Escalation Engineers responsible for resolving customer problems via phone, web, chat, or AutoSupport. They research customer issues in a timely manner, follow up directly with the customer with recommendations and action plans, create new knowledgebase articles, participate in technical communications, respond to situations where NetApp product support has been unable to solve customer's technical issues, and provide proactive and reactive services by building relationships with the customer to best serve their needs.
-----------------------------------
Required Skills and Qualifications
* Excellent written and verbal communication skills
* Good interpersonal communication and customer service skills needed to work successfully with customers in high stress and/or ambiguous situations
* A clear understanding of the product development cycle, technical requirements, and project management
* Experience and understanding of Storage Hardware, Software, Cloud, and Virtualization technology
* A strong understanding of concepts related to computer architecture through implementation
* Demonstrated ability to function successfully as a leader
-----------------------------------
Benefits
This position is responsible for managing many tasks within a large group or department. It aligns local targets to business goals and has mostly operational impact. The manager applies attained experience and knowledge to address diverse scope issues and resolve problems through short- and mid-term planning.
They work effectively with Staff to Vice President level employees and employees within and outside of their department and function. Utilizing people skills and available manager tools positively impacts the development of their team within their role and career.
-----------------------------------
Related Experience Desire
* A minimum of 1 to 5 years of experience as a people leader required
* Demonstrated ability to manage multiple projects required