Full-Time Technical Support Manager

Overview:

The Regional Technical Support Engineering Manager will significantly contribute to the success of LivePerson’s Global Customer Care. This leader will ensure that SLAs are achieved and prepare the regional team to deliver an outstanding customer experience. Essential collaboration in this role will be with the different Customer Care, Engineering, and Success teams and external stakeholders.

You will report to the Regional Support Director

You will:

• Effectively manage the daily operations of a Support Engineering team, ensuring the successful resolution or escalation of issues from customers and internal teams.
• Provide hands-on technical assistance to the team and ensure best practices and correct troubleshooting methodologies are followed.
• Develop customer-centric communication processes, emphasizing empathy and providing the best possible outcomes, even when immediate solutions are unavailable.
• Execute continuous improvement of existing software applications and architecture, consistently ensuring quality deliverables.
• In collaboration with our global managers, develop long-term customer care strategies and processes to scale the organization efficiently and budget-consciously.
• Establish and maintain quality metrics and standards for the Support Engineering team, identifying challenges and opportunities for improvement.
• Conduct regular 1:1 meetings with team members, providing constructive feedback and supporting their skills development.
• Ensure the successful onboarding and development of Technical Support Engineers.
• Evaluate knowledge ramp-up opportunities to ensure advanced skills in the latest technologies used by LivePerson.
• Collaborate cross-functionally with senior leaders to implement operational improvements and ensure our customer experience remains highly regarded.
• Advocate for customers within LivePerson, representing their needs, feedback, and requests in various forums.
• Foster high employee satisfaction within the team.
• Drive and work frequently with cross-functional teams on global projects.
• Build and maintain close relationships with Engineering, Sales, and Success teams, ensuring SMEs are fully versed on the relevant products, services, and account health.
• Analyze customer data and metrics to identify trends and patterns and provide feedback to the support team and management.
• Participate in 24/7 on-call duties and be available for unforeseen situations that require close monitoring and attention.
• Develop career opportunities for the team members.

Skills and Abilities 

• A highly motivated individual with a positive and proactive attitude.
• Must be highly customer-oriented, promoting empathy throughout, and dedicated to teamwork and collaboration.
• Critical thinking and growth mindset.
• Strong leadership skills with the ability to prioritize and execute to drive success.
• Ability to successfully navigate ambiguity and adapt to new and dynamic environments.
• Ability to act rapidly and logically under pressure and effectively engage with others to overcome challenges.
• Strong leadership and people management skills, including experience in developing and coaching team members.
• Versatility, flexibility, and a willingness to work with enthusiasm in a constantly changing environment.
• Ability to interact and partner with all levels of management internally and with customer organizations your team supports.
• Operate under pressure and be available to step in and manage a crisis internally and with customers as needed.
• Flexibility to work beyond regular hours as required from time to time.
• Ability to work during the US Eastern Time Zone.

You have: 

• B.A. or B.Sc. in a related field, preferably Computer Science or Engineering, or an equivalent combination of education and experience.
• Minimum of 8 years of customer-facing experience communicating via different channels to various seniority levels, including C-suite executives.
• At least 5 years of experience as an L3 (Senior) Support Engineer at a SaaS, CCaaS company, or related industry/field.
• Strong understanding of object-oriented languages, server-side scripting, and databases.
• Experience with network and web protocols (WS, TLS, HTTP, CSS).
• Proficiency in scoping and analyzing trends using monitoring tools (Grafana, Graphite, etc.) and logging systems (Kibana, Splunk, logz.io, etc.).
• 1-3 years of management experience leading teams of technical support engineers.