“All The Hires” is aimed at helping small and medium organizations scale, attract the right talent and empower TA and Management teams to use more efficient hiring practices to ensure each new addition positively contributes to the overall success of the business.
Our client, a high-performance time-series database and monitoring solution used by major companies like Adidas, WIX, and CERN, is seeking a Technical Support Engineering Manager to lead their support team. This fully remote role focuses on managing the resolution of customer inquiries, tracking support progress, and driving continuous improvement in support processes. The position requires a strong technical background, leadership experience, and excellent communication skills.
Key Responsibilities:
Customer Inquiry Management: Address and ensure comprehensive responses to customer inquiries
Follow-up & Reporting: Monitor and report on the progress of ongoing support requests, ensuring timely completion
Support Tracking: Maintain a tracking system for support requests, assigning responsibilities and ensuring accountability
Data Collection & Analysis: Gather and analyze support statistics to identify improvement areas
Team Leadership: Mentor and lead the support team, offering training and development
Process Improvement: Continuously refine support processes to enhance efficiency and customer satisfaction
5+ years in technical support, including 2+ years in a managerial role
Strong technical background in software products
Excellent communication, interpersonal, and analytical skills
Proven leadership and team motivation abilities
Fluent English
Experience in enterprise-level software support
Familiarity with software development and coding practices
Data analysis and reporting experience
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