Manager, Technical Support
Posted Updated 6
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Description
At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.
We are seeking a Technical Support Manager to lead a team of Technical Support Engineers dedicated to providing post-sales support to Gigamon end users and partners. This in-office position is based in Mexico City and requires a strong ability to manage both technical and managerial tasks while working effectively under pressure. You will play a crucial role in maintaining high customer satisfaction levels across Gigamon’s install base and fostering employee satisfaction within the team.
What You’ll Do:
- Manage support teams in Mexico, providing 24/7/365 support to global customers and partners.
- Ensure a best-in-class customer experience through consistent responsiveness and monitoring.
- Develop and maintain operational metrics for the support organization, focusing on case management, knowledge sharing, and quality of escalations.
- Conduct people management activities, including regular one-on-ones, career planning, and annual focal reviews.
- Oversee customer escalations, ensuring effective situational management and communication with the leadership team on progress and plans.
- Collaborate actively with sales, product management, engineering, and other business units as required.
- Utilize analytical problem-solving skills to apply innovative thinking and drive continuous improvement in customer experience.
- Manage customer escalations and communications effectively, demonstrating account and project management skills.
- Research relevant subjects to enhance knowledge and support the commitment to continuous improvement.
What You’ve Done:
- 8+ years of experience in a customer support role, ideally in a technical support capacity (of which 0-2 years are in a people management position).
- Bachelor’s degree in Computer Science or Engineering preferred.
- Proven experience managing a team of over 5 direct reports in a technical support environment.
- Familiarity with tools such as CRM, Knowledge Base, and ACD systems.
- High level of oral and written communication skills, with a focus on escalations management and project coordination.
Who You Are:
- A strong leader who fosters a culture of customer and employee satisfaction within the team
- Analytical and innovative thinker with a track record of solving complex problems.
- Excellent communicator who can effectively collaborate with cross-functional teams.
- Committed to continuous improvement and capable of driving operational excellence.
- Enthusiastic about building a diverse and inclusive work environment, welcoming candidates from all backgrounds.
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