Network Support Engineer building and managing a new DevOps team at DXC Technology. Leading troubleshooting and supporting network technologies for a mature enterprise client.
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Hybrid Senior Manager, Global Technical Support – Call Recording, Analytics
Posted 5 days ago
About the role
- Senior Manager leading global technical support for Call Recording & Analytics at Smarsh. Collaborating with teams to enhance customer assistance and service delivery.
Responsibilities
- Manage and mentor a global team of technical support professionals
- Develop and retain talent, fostering career growth and progression
- Drive consistent processes and SOPs for support delivery
- Ensure high levels of customer satisfaction through effective support solutions
- Collaborate across functions to resolve escalated issues and improve supportability
- Generate reports on support metrics and present findings to stakeholders
Requirements
- 7-10 years of experience in B2B technical support
- 3-5 years successfully leading technical support organizations
- Industry experience with Voice Recording &/or Telephony Systems
- Experience with SIP Signaling and understanding of Linux and Windows Server
- Strong tactical decision-making and crisis management experience
- Passion for helping customers and team members succeed
- Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
- Bonuses
- Stock options
- Equipment allowances
- Wellness programs
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