Job Title:
Technical Support Lead
Achieve operational excellence as a Technical Support Manager by leading a high-performing team focused on customer experience, skills development, productivity, resource scheduling, employee morale, and team motivation.
Evaluate individual and team performance and provide guidance on resolving performance issues. This includes developing technical support policies and procedures to ensure consistent customer service and satisfaction.
Work closely with engineering to address customer-found defects and product supportability gaps. Manage escalation of customer issues and oversee the operational efficiency of the technical support team.
Key Responsibilities:
* Lead front-line support engineers in hiring, training, and development.
* Ensure the support team delivers high-quality customer support through metrics and a hands-on approach.
* Manage customer escalations, working closely with internal teams for resolution.
* Develop policies and procedures for consistent customer service and satisfaction.