onsite
Technical Support Manager - Sigma
Software Engineer
Lead and grow a high‑energy EMEA support engineering team, driving customer satisfaction, process improvements, and cross‑functional projects while meeting performance targets using cloud and ITIL best practices.
About the role
Key Responsibilities
- Recruit, onboard, and mentor a team of Support Engineers across the EMEA region.
- Define and monitor key performance indicators (KPIs) to ensure service level agreements and customer satisfaction goals are met.
- Implement and continuously improve support processes, leveraging ITIL frameworks and cloud‑service best practices.
- Collaborate with product, engineering, and partner teams to resolve complex incidents and drive root‑cause analysis.
- Lead cross‑functional initiatives that enhance service delivery, automation, and knowledge sharing.
Requirements
- 5+ years of experience in technical support or service delivery, with at least 2 years in a managerial role.
- Strong background in incident management, ITIL processes, and cloud platforms (e.g., AWS, Azure, GCP).
- Proven ability to build, develop, and motivate high‑performing technical teams.
- Excellent communication and stakeholder‑management skills across multicultural environments.
- Analytical mindset with a focus on continuous improvement and customer‑centric solutions.
Skills
customer supportitil