Support Manager

A customer experience fanatic

The Level 3 Software Support Manager will oversee the day to day operations of Software Support for the Smart Edge products and services.

Responsibilities

As a team manager you must have a history of providing exceptional product support and a passion to continuously improve the customer experience.

  • Direct management and growth of a team of Software Support analysts and technicians consisting of local, on-site, and remote workers (US and international)
  • Act as a mentor and coach to team members
  • Provide exceptional product support
  • Ensure customer requirements are met with consistently high level of customer service
  • Performing and creating processes to solve problems by Investigating, replicating, analyzing problems and documenting said workarounds when necessary
  • In addition to performing the following tasks, the leader must establish solid processes to address these areas:
    • Identify and document recurring support case trends
    • Handle routed cases per defined SLA agreements
    • Maintaining problem information throughout its lifecycle, including classification, prioritization, root cause documentation
    • Perform problem troubleshooting of network, operating environment, and application faults
    • Track and confirm known and new errors within development queue
    • Contribute to support and operations continual improvement by providing recommendations and identifying weaknesses in process
    • Respond to off hour emergencies
    • Provide written status reports every two weeks, with emphasis on next steps and outstanding issues
    • Provide feedback to Smart Edge development team and product manager. Provide recommendations for improvements and/or missing capabilities that are deemed important for customers

Required Skills and Qualifications

Teamwork is incredibly important in this dynamic environment. The Support Manager will lead by example, and also be responsible for hiring support team members.

  • Foster a solid communication environment
  • Excellent verbal and written communication skills
  • Ability to adapt to rapidly changing environments or situations
  • Represent the support processes to key customers
  • Represent the support team in cross functional leadership meetings
  • When necessary, act as a liaison between the customer and the development team
  • Assist in the QA process relative to new iterations of the products
  • Create a culture of persistence toward resolution and high customer satisfaction
  • 5+ years in a software support analyst role
  • 2+ years as a software support manager
  • BS degree in related software discipline is highly desirable

Preferred Skills

Strong understanding of the Linux operating environment and RHEL related distributions, as well as:

  • Time series and event driven telemetry
  • Application fault analysis
  • Networking subsystems, including
    • L2-L7 protocols
    • DNS,DHCP, NTP/PTP, IPsec, NAT
    • IPv4 and IPv6 routing and network design
    • Statefull firewalls
    • Logical network partitioning
  • Storage subsystems
  • Shell scripting

Beneficial Skills


  • Understanding of 3GPP Core Architecture
  • Experience with Evolved Packet Core elements, such as MME, HSS, SGW, PGW
  • Familiarization with SDN and NFV
  • Operations background in a Mobility carrier
  • Knowledge and understanding of LTE, and 5G

Apply

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