Technial Support Manager-Milan-EMEA

San Mateo, Amsterdam 94402

Posted: 12/29/2018 Employment Type: Direct Industry: Technical Support Job Number: atc-477

Job Description


Technical Support Manager- EMEA




Location: Italy (Milan)

 

You  will be the customer interface for all technical issues, and manage a small support team in EMEA to deliver high quality support services to global customers 

You will also work on customer issues with strong hands-on skills leading other support members.

Key Drivers Are:

 

Be responsible for high quality of technical support and customer satisfaction in EMEA


Supervise technical support team in EMEA. Manage work load, resource allocation.

 

Help support members and work directly with customers apply your strong technical hands-on skills for products.


Maintain relationships with contacts at customers and partners. Write reports, create work plans, addressing customer issues.


Work with Customer Success group on critical accounts.


Work with Development/QA teams to provide feedback about testing for future improvements.

Occasional off-hours and weekend work and travel to customer sites.

Job Requirements


Required Experience 

 




5 or more years of technical support experience with proven skills in troubleshooting technical issues with a complex software system. 




Have operational background as a technical  support manager.




3 or more years of successful technical support leadership or management experience in a global organization.

Excellent analytical and problem solving skills.


Strong customer facing skills.


Proficiency with Linux and networking, and in scripting.


- BS/BA degree or better


Desired Knowledge:
-------------------------------------------------------
- Java development skills, DevOps experiences
- Distributed systems, NoSQL DB, storage systems knowledge
- Experience with cloud environments (AWS, GCE, Azure) or platforms (OpenStack, CloudStack,
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