Manager, Technical Support
Your opportunity
We are looking for an experienced Support Manager to lead a connected and deeply technical team dedicated to delivering an easy-going, memorable customer experience. Working under the APJ Director of Global Support Engineering, this person will have full accountability for the results of their Support Engineering team, with high-level coordination and recommendations to other customer experience partners including the overall Global Technical Services team, Engineering, Product and Go To Market (GTM).
The team's main purpose is to ensure our customers love New Relic software. The Manager of Global Support Engineering needs a track record of successful support operations management in a fast-growth environment.
What you'll do
Manage day-to-day operations of a highly skilled and connected team of support engineers, ensuring the structure and operations of Support Engineering teams meet current and future business needs
Coach and mentor your team, facilitating the pursuit and expansion of individual and team potential. Provide deliberate development, ensuring everyone has the opportunity to do their best work
Support change and drive outcomes aligned with global business objectives. Provide support and direction vital for business success, employee satisfaction, and premier customer experience
Lead projects, programs, and/or initiatives, innovating and iterating to successful outcomes that propel the company forward
Work collaboratively with Support Managers, collectively accountable for global service level objectives, and engaging problems as a team
Participate in an on-call rotation
Serve as a point of contact for customer issues and escalations, ensuring the appropriate resources are engaged for timely action and proper traction
This role requires
Have 5+ years experience successfully leading people and teams, and running operations for highly responsive software support
Can articulate the importance of customer experience and can bring others along on the journey for increasingly positive results, bridging the gap between business needs and technical details
Demonstrable communication, personnel management, and coaching skills
Have the ability to gather, analyze and interpret data, paired with a passion to identify, define, and resolve problems
Have a dedication to supporting the growth and success of the team and peers – we measure managers by their contributions to the success of others and building positive culture
Familiarity with business systems, especially customer support applications (Salesforce, ServiceCloud, Google Workspace, Tableau, etc.)
Bonus points if you have
Prior leadership experience in a high tech, fast-growth, SaaS corporate environment with a broad knowledge of technical support functions and operations
Experience collaborating with multi-functional teams
Knowledge of software industry trends, specifically in Application Performance Management