Engineering Manager - Support

We are seeking a Support Engineering and Incident Manager to lead our technical help desk, manage global support teams, and oversee incident resolution. Your role will involve balancing immediate technical troubleshooting with long-term solutions, fostering a productive team environment, and ensuring continuous service improvement. Ideal candidates will excel in dynamic settings, prioritize effectively, and champion a culture of excellence and inclusivity.

About this role

Leading a team of global Support Engineers, some of your main responsibilities will include:

• Leadership and Oversight: Spearhead our support engineering help desk, providing unwavering support to the Customer Team and operational agents, enabling them to resolve customer issues with precision and care.
• Global Team Management: Direct a worldwide team of support engineers, utilizing a follow-the-sun model to ensure uninterrupted service and support around the clock.
• Agile Practices: Facilitate team ceremonies and efficiently manage backlogs, embodying agile principles to enhance team performance and product delivery.
• Priority Management: Masterfully manage priorities, finding the perfect equilibrium between addressing immediate issues and tackling the root causes to prevent future occurrences.

About You

Candidates with the following characteristics and experience are encouraged to apply:

• Demonstrated experience in leading the technical support desk in an Agile environment.
• Experience leading and coordinating geographically distributed teams across different time zones.
• Proven ability to lead war-rooms, facilitate workshops or meetings, and build relationships with key stakeholders across functional disciplines.
• Strong written and verbal communications skills.
• Excellent problem-solving skills with lateral thinking.