Technical Support Manager

Management And Technical Responsibilities

Management Responsibilities:

• Leading a team of support engineers and recognizing inefficiency and driving process improvement to enhance the productivity
• Setting vision and establishing roadmap for new and existing support issues
• Providing technical and soft skill coaching to maintain a motivated and effective team
• Monitoring and maintaining the team's ability to meet or exceed the service level agreement (SLA)
• Written and verbal communication skills with the ability to describe complex information in a clear and concise manner
• Working with other departments to plan for the support of new offerings and services and improving support provided for existing ones.
• Developing and maintaining policies, procedures, and processes.
• Hiring, developing, and retaining talent.
• Reducing the instances of issues through process improvement and root cause analysis.
• Tracking and reporting on key results and initiatives being delivered by the team.
• Proven ability to operate in an entrepreneurial and dynamic, fast paced situation, successfully handle multiple priorities and possess a high level of discipline and professionalism
• An entrepreneurial spirit with the ability to drive innovation independently
• Time management and prioritizing skills with the ability to lead multiple projects simultaneously

Technical Responsibilities:

• Test and troubleshoot new and existing hardware, software, and firmware developed for the data security and encryption industry
• Provide remote troubleshooting and analysis assistance for installation, usage and configuration questions.
• Become a trusted resource for customer questions on installs/upgrades/migrations, backup and recoveries and fix maintenance.
• Responding to inquiries, escalations, and establishing partnerships with customers.
• Understand industry-specific APIs and protocols used when interfacing with external systems
• Contribute to knowledge base by creating and helping to manage documentation.
• Find solutions for customers with a wide range of issues including answering how-to questions, trouble-shooting defects, performance issues and collaborating across Futurex departments to resolve problems.