Support Engineering And Incident Manager

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.
• Incident Management Excellence:
  Take charge of production incidents with adept escalation, war-room leadership for swift resolution, and the facilitation of insightful postmortems.
• Software Release Coordination:
  Lead the software release train, ensuring smooth and efficient rollouts that align with our operational goals and customer expectations.
• 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.
• Culture and Improvement:
  Cultivate a healthy, safe, and inclusive team environment that not only allows our team to thrive but also fosters continuous improvement and growth.

About You

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

• Worked previously in a Support Manager/Helpdesk Manager position
• Knowledge and understanding of Agile methodology practices and concepts based on Scrum
• Proactive in nurturing a team's professional development
• A good technical understanding and experience with SQL
• Team player with excellent communication skills and a proactive approach to problem-solving
• Ability to manage and lead a global team dealing with queues of varying tickets
• Care about the outcome for customers and have a genuine interest in ensuring successful customer outcomes
• Proficient at navigating and optimizing ticketing systems such as Intercom, Zendesk, or Salesforce
• Experience managing simultaneous projects.