Engineering Support Manager

Engineering Hinjewadi, Pune, India


Description

Responsibilities

As a Support Engineering Manager, you will:
  • Manage and lead a diverse and inclusive team of Support Engineers and Support Escalation Engineers, with focus on team performance.
  • Enable an environment in which people can do their best work, ensuring your team builds the customer focus, collaboration skills, technical expertise, agility and excellent communication and interpersonal skills needed to support our customers effectively
  • Actively lead and enable our quest to ensure our people/teams reflect the diversity of our global customer base.
  • Conduct employee assessment discussions, provide coaching, share feedback regularly and partner with employees on career development.
  • Manage all aspects of customer support delivery, including daily operations, scheduling, meetings and addressing customer feedback.
  • Foster a strong partnership between technical support teams and stakeholders in other parts of the business
  • Partner with global peers to ensure consistency and follow-through for global processes and coordination of resources

Qualifications

Required Qualifications:
  • At least 5 years of experience in product development company in technical support, product support,Consulting, or similar roles
  • At least 2 years of people manager or team lead experience in a customer facing role or business.
  • Experience with enterprise software development (preferably spring boot microservices based cloud SaaS solutions)
  • End to end architecture understanding (frontend, backend, middleware, Databases)
  • Fluent in English (written and oral)

 

What you’ll need to be successful:

  • You have managed engineering support teams and obsess over customer experience.
  • You have excellent written and verbal communications skills.
  • You have strong collaboration skills and excel at working cross-functionally.
  • You have experience with internal engineering tools, platforms, and infrastructure.
  • You know how to evaluate technology and seek out process improvement opportunities through automation.
  • You are a data-driven decision-maker who knows what to measure and how to interpret the results.
  • You are a product thinker and are comfortable assimilating customer needs into product requirements.
  • You are an exceptional people manager with a proven track record of hiring top talent and developing diverse and inclusive teams.
Required Skills:
  • SQL
  • Data Modeling
  • project management
  • java
  • J2ee