As a Director in the Gateway Support team, you will be responsible for leading a team of highly capable support engineers. Your team will focus on providing issue resolution and troubleshooting support for enterprise customers’ issues. A successful candidate will have an established background in managing customer relationships, coordinating with Technical Support and Engineering teams in urgent situations. Strong technical ability, great communication skills, and a motivation to achieve results in a dynamic, fast paced environment are required.
Lead a world-class support delivery team, including active mentorship for growth.
Set the vision for the team and drive day-to-day planning and execution.
Manage resources to provide optimum support for customers around the clock to ensure defined Service Level Agreements are met.
Manage the execution of support delivery to enterprise customers.
Work directly with customers, at all levels on escalated issues, to manage the customer expectations and drive issues to resolution.
Report on status of customer situations, action plans, and customer specific deliverables to management.
Continuously analyze existing processes and practices looking for ways to improve team operations.
Cross-functional customer coordination with Remote Product Specialists, Customer Engineering, and Sales Account Managers.
Coordinate with Customer Engineering to improve customer support experience in order to improve customer confidence and trust.
Must have the ability to work under extreme pressure and adapt communication style to any audience.
Qualifications
BS Degree in Computer Science, Electrical Engineering, Information Systems or equivalent experience.
10+ years of industry experience.
7+ years experience as a people manager with direct management of support delivery teams.
Demonstrated ability to effectively lead a team to deliver on Service Level Agreements.
Demonstrated ability to effectively manage Critical Situations with large customers.
Demonstrated ability to work under extreme pressure and adapt communication style to the audience.
Demonstrated ability to facilitate collaboration and achieve consensus in cross-functional teams.
Exceptional verbal and written communication, customer service, troubleshooting, and organizational skills required.
Experience driving cross-functional initiatives, including collaboration for support & engineering process improvements.
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