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Technical Support Lead / Manager

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  • Technical Support Lead / Manager

    Position Summary
    • The Support Lead / Manager manages and leads a team of support engineers and is responsible for all issues related to support, installation, and professional services of the product with the goal of ensuring maximum reliability and customer satisfaction.
    • Manager must acquire excellent understanding of the product, integrations, and total product life cycle. The manager will lead the strategy, planning and scheduling to assure that the support team meets the SLAs defined in the support contract.
    • Support Manager is responsible for on-going improvements to the methods, processes, tools and techniques of the support group.

    Educational, Knowledge, Skills and Experience

    • Must have a bachelor's degree in Computer Science or Engineering
    • Must have 3 to 6 years of experience in technical / customer support of software products
    • Experience on product installations /configurations is a big plus
    • At least two years of management and/or lead experience
    • Experience with Product Testing is a plus
    • Must have a solid understanding of support processes
    • Previous experience with or understanding of web-based application development and design
    • Exposure to support methodologies, techniques and tools
    • Knowledge of enterprise application technologies including Web Servers, Application Servers, Databases, Windows OS etc. would be really helpful
    • Very strong team management, project management and relationship management skills
    • Should have good communication/ Analytical/ Technical skills (written & oral)
    Last edited by Parveen Komal; 02-14-2014, 10:12 AM.
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