MANAGER, TECHNICAL SUPPORT
Descripción de la oferta de empleo
The right candidate is a highly motivated person with experience managing global technical support teams in a customer-facing role.
Candidates must have an experienced technical background, a working understanding of web-based technologies, and enthusiasm for customer success.
his is a Global team, so this role will interact closely with support offices in the US, Guadalajara, London, Sydney, Chennai and Japan, as well as with customers worldwide.
orking for Brightcove will give you a unique opportunity to join a fast-growing company and play an integral role in building products and online services that promise to transform the media industry and change the way people all over the world watch videos.
ob ResponsibilitiesPeople ManagementManage 6+ technical customer service engineers in a multilingual environment.
reate a team culture and environment that is customer and employee-focused.
nderstand the team and individual's technical needs by providing regular coaching, mentoring \u constructive feedback.
evelop all levels of employees within our organisation to ensure successful succession planning by setting and tracking development goals and implementing PIP (Performance Improvement Plans) when performance issues are identified.
Follow a people-first approach to ensure this.
articipate as an evaluator of soft \u technical skills to support the hiring and interviewing processes.
esponse Management, Product \u Process ImprovementAct as a Technical Incident Manager for infrastructure and services outages on large-scale cloud applications (AWS), in-house applications, and local bugs.
rive continuous process improvements/initiatives to increase productivity, improve customer satisfaction (CSAT) and consistently meet business KPIs.
epresent the customer to internal stakeholders in our Product and Engineering teams and ensure that our product and documentation reflect our customers' needs.
articipate in global reviews of the organisational tools, performance, and policies and procedures to ensure continuous improvements and standardisation across sites globally.
stablish and assure adherence to budgets, schedules, work plans and performance requirements.
eporting \u CommunicationInteract with senior management and executives concerning cross-functional areas and responsibilities.
learly communicate updates on performance against targets and objectives to senior management and executives
Detalles de la oferta
- Sin especificar
- 14/12/2024
- 14/03/2025
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