We are looking for an experienced S r . Manager in Technical Support Operations to oversee and lead the global shift operations within our technical support organization. This position will play a critical role in shaping and driving a world-class 24x7 support strategy. The ideal candidate will have extensive leadership experience, a strategic mindset, and a deep understanding of technical support for enterprise solutions. You will ensure exceptional service delivery to our global customers and work cross-functionally to align support processes with business goals.
What makes this role interesting
The chance to shape and drive a world-class 24x7 support strategy provides a platform to make a significant impact on service delivery, ensuring exceptional experiences for our global customers. With the scope to work cross-functionally, aligning support processes with overarching business goals, this position not only leverages your extensive leadership and strategic skills but also places you at the heart of Qliks mission to deliver cutting-edge enterprise solutions. The role is perfect for a visionary leader who thrives in a fast-paced setting and is passionate about enhancing customer satisfaction through strategic support operations.
Here s how you ll be making an impact:
Define and implement highly available, responsive, and scalable technical support services
Oversee 24X7 operations, ensuring staffing, shift planning, and resource allocation meet customer demand and service level agreements (SLAs)
Drive efforts to improve customer experience, focusing on response times, resolution times, and customer satisfaction metrics. Ensure the highest levels of service for escalated issues
Partner with engineering, product, and customer success teams to address complex technical issues and improve overall product quality. Influence cross-functional decision-making to enhance the customer experience
Define, track, and analyse key performance indicators (KPIs) to monitor and report on support performance. Identify trends and opportunities for improvement
Lead initiatives to optimize support processes, reduce resolution times, and improve knowledge sharing across global teams. Focus on efficiency, automation, and the use of tools to streamline operations.
Identify and mitigate risks within the support function, proactively addressing potential issues before they impact customer operations
Work closely with senior leadership, including C-level executives, to provide insights into support operations, present strategies, and advocate for necessary resources to achieve organizational goals
We re looking for a teammate with:
10-12 years of experience in technical support with SaaS product organisation, with at least 2 years in a manager s manager level role
Proven track record of leading large, global technical support teams in a 24x7 enterprise environment
Strong knowledge of Analytical/ETL tools, Databases ( SAP , SQL databases, ServiceNow/Salesforce) and experience supporting complex, cloud-based enterprise solutions
Strategic Leadership : Demonstrated ability to define and execute strategies that align support functions with broader business objectives
Customer-Centric Approach : Proven experience in driving customer success and satisfaction through effective technical support processes
Collaboration & Influence : Strong cross-functional collaboration skills, with the ability to influence and drive change in a matrixed environment
Analytical & Problem-Solving : Ability to analyze data and metrics to make informed decisions and implement improvements
Communication : Exceptional communication skills, both written and verbal, with the ability to present to and influence executive leadership
Adaptability : Willingness to work night shifts and adapt to the demands of a 24x7 global support function
Education: Bachelor s degree in computer science , Information Technology, or a related field. A Master s degree or MBA is a plus
