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Technical Support Manager

hace 2 meses

Bogotá, Bogotá D.E., Colombia Coupa Software A tiempo completo
About the Role

Coupa Software is seeking a highly skilled Technical Support Manager to oversee the day-to-day support operations of our technical support team. As a key member of our global support organization, you will be responsible for ensuring the success of this function and reporting to our Director, Technical Support.

Key Responsibilities
  • Build and manage a team of technical support engineers in our Bogota, Colombia location, focusing on delivering world-class technical support.
  • Partner with key internal constituents to drive customer satisfaction and success.
  • Manage daily operations, including performance, schedules, case and phone routing, and out-of-office coordination.
  • Oversee support level and customer success metrics, ensuring SLAs are met and exceeded.
  • Hire, develop, and evaluate personnel to ensure an efficient business operation.
  • Coordinate with other Customer Support Managers to optimize resource allocation across the caseload demand.
  • Communicate new or recurring problems to product management, product development, and customers.
  • Conduct regular 1:1 meetings and formal reviews with team members to monitor progress and coach employee skills.
  • Manage customer complaints and escalate to appropriate personnel for timely resolution.
  • Identify and implement changes to methods, processes, systems, and technologies to improve operational metrics.
  • Ensure team access to necessary tools, methodologies, and resources.
  • Collaborate with peer managers as part of a global team to meet regional goals.
Requirements
  • Bachelor's degree in Computer Science or Business Management with a technical focus.
  • 5+ years in support management or support operations lead position, ideally managing developer support resources.
  • Fluent in Spanish, English (required), and Portuguese (preferred).
  • Outstanding written and verbal communication skills.
  • Experience supporting global customers and managing teams through rapid change.
  • Knowledge of software development methodologies, development life cycles, and use of development tools in a support capacity.
  • Ability to manage a team of engineers through technical escalations efficiently and effectively.
  • Ability to work in a fast-paced environment and attract, hire, and retain high-performing support professionals.
  • Ability to articulate solutions to complex technical problems in a clear and simple way.
  • Experience using CRM and/or helpdesk call tracking and issue tracking tools.
  • Proven ability to perform and thrive in a collaborative environment creating improvement initiatives and opportunities.
  • Strong working knowledge of SQL, Unix, and Cloud architecture (professional certification an added advantage).
About Coupa Software

Coupa Software is a leading provider of spend management solutions, dedicated to improving the spend management processes of today's dynamic businesses. We celebrate diversity and recognize its value to our customers and employees. Coupa is proud to be an equal-opportunity workplace and affirmative-action employer, committed to fostering diversity, equity, and inclusion.