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 and ensure the success of this function. This individual will report to our Director, Technical Support and assist in building the global Technical Support practice in our Bogota, Colombia location.

Key Responsibilities
  • Build out the Bogota site as a support center of competence and manage a team of technical support engineers located there.
  • Partner with key internal constituents on behalf of the customer.
  • Manage the daily operations of the team members, including performance, schedules, case and phone routing and coverage, out of office coordination, hiring, etc.
  • Manage support level and customer success metrics; ensure the support SLA's are being met and exceeded.
  • Manage a team of highly skilled managers and engineers to handle daily case volume and major customer escalations.
  • Hire, develop and evaluate personnel to ensure an efficient business operation.
  • Coordinate with other Customer Support Managers to ensure optimal allocation of resources across overall caseload demand.
  • Manage the communication of new or recurring problems to product management, product development, customer facing employees, and customers.
  • Conduct regular 1:1 meetings and formal reviews with team members to monitor progress, to set expectations and to coach and develop employee skills.
  • Receive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolution.
  • Identify and implement changes to methods, processes, systems and technologies to improve operational metrics.
  • Ensure team has access to tools, methodologies and any resources needed.
  • Collaborate closely with peer managers as part of a global team to ensure regional goals are met.
  • Working knowledge of managing in a SaaS environment.
Requirements
  • Bachelor's degree in Computer Science or Business Management with 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 capable of supporting others through rapid and constant 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 appropriately.
  • Ability to effectively work within tight schedules and fast paced environment.
  • Ability to attract, hire and retain high-performing support professionals.
  • Ability to be creative and innovative. Discover and lead projects where value can be added to a global organization.
  • The ability to clearly 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 will be an added advantage).
About Coupa Software

Coupa Software is a leading provider of cloud-based spend management solutions. We are committed to ensuring customer success, focusing on results, and striving for excellence. Our team is 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. Learn more about our commitment to fostering diversity, equity and inclusion at Coupa here.

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