remote
Technical Support Engineering Manager - Verkada
Engineering Manager
Seeking a Technical Support Engineering Manager to lead a team, resolve complex customer issues, and improve support processes for a cloud-based AI platform.
About the role
Key Responsibilities
- Lead and mentor a team of technical support engineers, fostering a collaborative and high-performing environment.
- Oversee the resolution of complex technical issues for customers using our AI-powered platform.
- Develop and implement strategies to improve customer satisfaction and support efficiency.
- Collaborate with engineering and product teams to identify and address root causes of recurring issues.
- Manage support escalations and ensure timely and effective communication with stakeholders.
- Contribute to the development of knowledge base articles and training materials.
Requirements
- Proven experience in a technical support leadership role.
- Strong understanding of cloud infrastructure and SaaS environments.
- Excellent problem-solving and analytical skills.
- Demonstrated ability to manage and motivate technical teams.
- Exceptional communication and interpersonal skills.