About The Position
We are looking for a hands-on manager to join our fast-growing company, to lead our top-notch
support team. As a Customer Engagement Team Manager, you will work with dozens of cutting-edge
technologies and leap your career forward! Serve as the company’s technical focal point for customers
and world-leading partners, and collaborate with R&D, QA, and Sales teams.
If you want to work in a company that changes the most critical aspects of our lives, you should join
us!
Responsibilities
● Manage day to day operations and provide leadership, mentoring, and direction to the
Technical Support team
● Ensure that customer issues are appropriately logged, researched, and accurately resolved in
a timely manner, meeting and exceeding expectations
● Ensure proper escalation occurs for unresolved issues and assign appropriate priority
● Coach and review team members with regards to the adequate performance of their duties,
adherence to policies and procedures
● Assist in troubleshooting technical issues and use those opportunities to mentor the team
further
● Demonstrate hands-on leadership
● Keep current with the latest technology trends related to IoT hardware, firmware, and
software
● Refine and implement the methods, procedures, tools, and policies to ensure high-quality
service is delive red to customers
● Collaborate with relevant internal units within the company such as Sales, Marketing, R&D, etc.
Maintain a knowledge base of known issues and solutions
● Proactively identify repeating issues, missing features, customers at risk. Provide feedback
to the product development, sales, and management teams
● Define, measure, and improve on various relevant KPIs, such as response time and resolution
time
Requirements
● 1-3 years in directly managing a technical support team
● 3+ years experience with supporting international customers
● Customer orientation and excellent interpersonal skills
● Superb English verbal and written communication skills
● Ability to be on call on U.S. hours on occasion
● Ability to work weekends and holidays on occasion
● Proven track record of success in strategizing long-term solutions
● Experience in Presale/Upsell – a significant advantage
● Experience using Linux – Mandatory
● Experience with Software support – Mandatory
● Experience with IoT solutions – an advantage