Associate Support Manager

Support Operations Bangalore, India

About Liferay

Liferay, Inc. is a uniquely profitable B2B enterprise software company with 1,200+ fiery-eyed employees all across Europe, the Americas, the Middle East, Asia, and Africa. As a renowned provider of enterprise open source technologies, we have been recognized by Gartner for empowering businesses around the world to solve complex digital challenges.  Liferay Experience Cloud is an all-in-one solution that unites our Liferay DXP and cloud platform capabilities with built-in analytics and B2B commerce functionality, reducing the time to market and allowing for accelerated innovation - serving notable customers across the globe such as Airbus, US Bank, Honda, and Desjardins. But we don’t just make awesome software, we are also fueled by a greater-than-profit vision. By building a vibrant business, making technology useful, and investing in communities, we make it possible for people to reach their full potential to serve others. We give our employees five days off to volunteer at charities they’re excited about, and Liferay donates 10% of our profits to charities around the world. Oh, we’re also self-funded which gives us the freedom to work on whatever we think brings the most value to customers and communities in the long run!

 

About You and this Role

Subscription Services is responsible for giving the best customer service to our subscribed customers. The team is in charge of guiding customers on how to use our solution, troubleshooting environment and software issues, delivery of bug fixes, and curating user and developer documentation. The Associate Support Manager is responsible for leading and managing the day to day operations of our Support Engineers. The ultimate goal is to assist our engineers with anything they need to fulfill their job, create a culture in line with our Liferay values, and work collaboratively with our sales team. Our ultimate goal is to help our customers build a vibrant business by assisting them with our product and enabling our support engineers to reach their full potential to serve others.

Responsibilities 

  1. Customer Support Operational Management
    1. Lead day to day support operations to ensure that India customers are receiving responsive and quality support from Liferay
    2. Manage major or critical issues with additional regional support teams to deliver solutions
    3. Assist in game planning and executing the global support goals for each year
  2. Support Engineer Management
    1. Build a team that reflects Liferay’s values of support excellence, personal growth, and teamwork
    2. Inspire employees to work smarter and find purpose in their roles
    3. Build career plans for support staff
    4. Train or project manage the technical training of  each support engineer
    5. Train support engineers by growing current and future leaders
  3. Efficiency and Customer Feedback Management
    1. Report to RSM of support customer health & OKRs
    2. Monitor tickets and diagnose areas for improvement
    3. Collaborate with global support operations team to advocate for product improvement and support policy
Preferred Qualifications
  1. At least 5 year experience within support for an enterprise-level software or service 
  2. At least 2 years experience of support team leadership for an enterprise-level software or service
  3. Proven professional and customer service abilities, including effective written and spoken communication skills
  4. Business level English for speaking, reading, and writing 

What We Offer

  • Salary package w/ competitive benefits according to qualifications and experience
  • Opportunities to take responsibility, grow professionally, and Stay Nerdy
  • A positive and collaborative work culture
  • Working at a leading open-source company

Equal Opportunities Employer - Statement

 Liferay is committed to the equal treatment of all candidates, customers and employees and to fostering a culture of dignity at work. Our operating procedure provides for equal opportunities in recruitment and employment with the aim to eliminate discrimination against any job applicant or employee on the basis of race, age, sexual orientation, gender, religion or beliefs, marital or civil partnerships status, family or dependency status, disability, pregnancy and maternity or membership of a traveling community.