Manager, Technical Support Engineering

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About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

We are seeking an experienced and proactive Support Manager to lead our support team in Hyderabad. The ideal candidate will have strong leadership skills, excellent problem-solving abilities, and a customer-centric approach to ensure smooth operations of customer support services. You will manage day-to-day support functions, improve processes, and work to deliver top-notch service to clients.

Key Responsibilities
Team Management:

• Lead, coach, and mentor a team of customer support specialists and engineers.
• Ensure timely and efficient resolution of customer issues.
• Conduct performance evaluations, set goals, and drive performance improvements.
• Operational Excellence:
• Oversee daily support operations, including managing ticketing systems, monitoring KPIs, and enforcing SLAs.
• Ensure proper handling of customer inquiries, complaints, and escalations.
• Implement and optimize processes to improve service quality and efficiency.
• Monitor real-time customer issues to identify trends and resolve recurring problems.

Customer Satisfaction:

• Maintain high levels of customer satisfaction through continuous monitoring of customer feedback.
• Work with product and engineering teams to ensure effective issue resolution and product improvements.
• Manage escalations and provide timely resolutions for high-priority customer issues.

Reporting & Metrics:

• Prepare and present regular reports on support team performance, customer issues, and other relevant metrics to senior management.
• Analyze key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
• Forecast and manage the team’s workload and capacity planning.

Collaboration:

• Coordinate with cross-functional teams (product, engineering, sales) to streamline customer support processes.
• Provide insights on customer pain points to drive product improvement initiatives.
• Collaborate with global support teams to ensure consistency and alignment in support strategies.

Training & Development:

• Develop and implement training programs for support team members to enhance their skills.
• Stay up-to-date on product knowledge and ensure the team is informed about new product updates and features.

Key Qualifications

• Education: Bachelor’s degree in Business, IT, Engineering, or a related field.
• Experience:
• 5+ years of experience in a customer support/technical support role, with at least 2 years in a leadership or management position.
• Proven experience managing a team in a fast-paced, customer-centric environment.
   

Skills:

• Strong leadership and team management skills.
• Excellent communication, both written and verbal.
• Proficiency in support management tools (Zendesk, Freshdesk, JIRA, etc.).
• Strong analytical and problem-solving skills.
• Ability to work under pressure and handle escalations effectively.
• Experience with cloud products, SaaS solutions, or technical troubleshooting is a plus.

Personal Attributes

• Strong customer empathy and commitment to service excellence.
• Collaborative mindset and ability to work in cross-functional teams.
• High level of emotional intelligence and interpersonal skills.
• Ability to prioritize tasks in a dynamic environment.

Preferred

• Experience in handling global customers and working in different time zones.
• Knowledge of technical support in software, IT, or telecom sectors.

Accommodations

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