Senior Manager, Technical Support Job at Duetto

Senior Manager, Technical Support, Cloud

It’s not about making a sale. It’s about providing the most secure environment f...

Location

India , Bengaluru

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

8+ years in technical support
At least 3 years experience in a management OR lead role in a high-touch or white-glove support environment
Strong mentorship skills demonstrated through coaching engineers, setting ambitious goals, and driving performance improvements
Exceptional problem-solving and crisis management skills, focusing on customer advocacy and improving service response and resolution timelines
Expertise in handling incidents and troubleshooting in network security, cloud security, or enterprise IT environments
Experience in Endpoint and Cloud Security industries
Familiarity in Cloud services providers (AWS, Azure, GCP, Oracle, etc)
Understanding of how Support engineering works in SaaS business model
Experienced in working with Sales, Product, and Engineering teams to refine support strategies and improve product supportability
Excellent communication skills with strong executive presence, adept at managing stakeholder relationships, leading high-level customer engagements, Post-Incident Reviews (PIRs), and Quarterly Business Reviews (QBRs)

Job Responsibility

Guide the daily activities of a team of Technical Support Engineers, ensuring alignment with company goals and objectives
Provide the team with the necessary resources, tools, and streamlined processes for sustained performance and efficiency
Mentor and guide engineers to enhance both technical expertise and soft skills
Facilitate regular training opportunities tailored to both technical and professional growth, setting clear team goals that align with broader organizational objectives
Conduct annual performance reviews, providing actionable feedback and mentorship
Support engineers in solving complex customer issues, effectively prioritizing, negotiating customer priorities, and setting clear expectations for outcomes
Proactively engage in Quarterly Business Reviews (QBRs) with customers, providing insights on support best practices and participating in business development discussions
Lead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive process improvements
Build and maintain strong relationships with key stakeholders across Sales, Engineering, Product, and leadership teams
Work closely with the Business Operations Manager to ensure seamless service kick-offs

Senior Technical Program Manager – IT & Cyber Support

Barbaricum is hiring a Senior Technical Program Manager to support enterprise IT...

Location

United States , Washington, DC

Salary:

Not provided

Barbaricum

Expiration Date

Until further notice

Requirements

Active DoD Top Secret Clearance
10+ years of technical program management in DoD environments
Bachelor’s degree in computer science, IT, information systems, or a related field
8+ years in planning, directing, and managing complex IT projects and operations of similar nature
Possess one or more of the following certifications: GSLC, CCISO, CISSP, CISM, or CISA

Job Responsibility

Oversee IT and IA contract support staff and performance metrics
Lead project teams in Agile, CMMI, and ITIL environments
Manage implementation of RMF compliance, cybersecurity controls, and CC SRG adherence
Drive organizational change management and quality assurance processes
Serve as primary escalation and reporting point for technical and contractual issues
Ensure projects remain within scope, schedule, and compliance standards

Senior Technical Manager

We are working with a food manufacturing business to recruit an experienced tech...

Location

United Kingdom

Salary:

80000.00 - 85000.00 GBP / Year

Zest Food Jobs

Expiration Date

Until further notice

Requirements

Experience in technical leadership within food manufacturing
Strong working knowledge of food legislation, customer codes of practice, and BRC or equivalent standards
A track record of managing audits and maintaining high levels of compliance
Good communication skills with the ability to work effectively at different levels
Experience in developing teams and supporting skill growth

Job Responsibility

Leading technical, quality, and hygiene teams to deliver strong food safety and quality standards
Ensuring quality management systems are effective, maintained, and continually improved
Managing internal and external audits, with timely completion of corrective actions
Monitoring performance metrics and using data to support improvement plans
Ensuring effective systems for hygiene and pest control are in place and managed proactively
Presenting technical performance in senior meetings and supporting wider business decisions

Support Operations Technical Program Manager

We are seeking a highly skilled, dynamic, and motivated Technical Program Manage...

Location

United States , RTP

Salary:

Not provided

VAST Data

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field
Minimum of 5 years of experience in technical program management or project management, preferably in a customer support or operations environment
Experience with support tools and technologies is highly desirable
Technical Acumen: Solid technical background with experience in data storage, software development, or IT operations is advantageous
Proven track record of successfully managing complex technical programs and projects
Demonstrated ability to structure and assess problems, execute high-level directives, and manage program impacts
Proven track record in program management, execution, change management, and cross-functional stakeholder management
Strong executive presence, communication, and facilitation skills, with experience engaging and partnering at all levels, including executives
Strength in researching, understanding, distilling, and communicating complex business issues, ideas, and analyzing business impact
Familiarity with/drive the Agile development and release methodologies, especially for the automation of business processes and improvements/redesigns

Job Responsibility

Lead and manage technical support programs, helping to organize and track work via sprints or otherwise holding CS team members accountable for incremental progress
Manage prioritized projects outlined in the Customer Success roadmap
Collaborate with cross-functional teams ( including R&D, product management, and sales) to drive successful program adoption, KPIs and iterative improvements
Develop and maintain key performance indicators (KPIs) to measure the effectiveness of the programs you own
Provide regular reports and insights to senior management and the customer support team to communicate progress and blockers
Identify opportunities for process improvements within customer support and own follow-up where needed
Implement best practices to optimize efficiency, responsiveness, and overall customer satisfaction
Streamline and simplify manual and repeatable work for Customer Success team members and business partners who engage with us
Keep CS runbooks and SOPs up-to-date
Communicate between customer support and engineering teams

Fulltime