Solarwinds Inc. Senior Manager, Technical Support in Fort Bonifacio, Philippines

Overview

This position is responsible for managing a team of technical support professionals. As the successful candidate you will manage staff development through regular feedback, monitoring and appraisals as well as the day-to-day duties of each team member; ensuring that each customer interaction is exceeding customer and company expectations.

Responsibilities

Coach and counsel team members through a defined performance management process

Manage all incoming and outgoing customer contacts to ensure quality standards are exceeded

Responsible for developing and tracking individual training and professional development plans

Responsible for developing corrective improvement plans based on customer arrival patterns and ensuring all service levels are met or exceeded

Continuous review of all processes to ensure we are leveraging the most efficient way to do business

Contact point for internal and external customer requests for escalation

Assists with the development of priorities, objectives and strategies to achieve business goals

Qualifications

Must come from a technical background in the areas of systems adminsitration and networking and have a very broad and deep understandiong of technolgioes such as Windows Systems and Servers, SQL databases, Cisco Devcies and have some understanding of Storage technologies

Minimum of 7 years of applicable software support experience

Minimum of 3 years of applicable Senior Management experience in a high contact or specialized support environment

Excellent customer service skills

Candidate must have excellent written and spoken English

B.S. in Computer Science or equivalent experience

Proven ability to build, motivate a team of highly trained support professionals

Ability to analyze, understand and respond to daily support metrics

Ability to make adjustments and change course rapidly

Proven ability to provide expertise and best practice implementation

Ability to adapt to changing business issues and requirements

Ability to recognize top talent and to retain current top performers.

Ability to work and communicate with offsite Geo managers to ensure consistent approach to support team processes and practices

Extremely strong ability to cross communicate between sales and engineering teams at all levels.Manager needs to be very approachable and have the people skills to reach both internal engineers and customers.

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

Job ID 2018-12056

# Positions 1

Category (Candidate Search) Support

Position Type Regular

Business Group SolarWinds