2 дня назад
Mgr. Technical Support Engineering
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Mgr. Technical Support Engineering (Technical Support/SaaS): Leading technical support operations for UKG workforce management and human capital management products with an accent on customer satisfaction, escalation management, support quality, and team development. Focus on managing support KPIs and case resolution, coordinating root-cause analysis, building scalable support methodologies, and developing high-performing teams across APAC.
Location: Sydney, NSW, Australia; remote role with flexible work-from-home and office arrangements
Company
provides a workforce operating platform using workforce insights and AI to help organizations improve productivity, talent management, and employee experiences.
What you will do
- Lead technical support operations for enterprise and SMB customers across multiple industries.
- Manage case backlog, response and resolution times, support quality, customer satisfaction, and other critical KPIs across APAC.
- Act as a trusted customer advisor, manage escalations, and participate in customer-facing calls covering progress, action plans, and resolutions.
- Coordinate root-cause analysis and fixes for complex customer issues while improving support methodologies and knowledge-base practices.
- Coach direct reports, conduct annual reviews, set goals, and create development plans.
- Partner with APAC and global support leaders, Professional Services, and other functional teams to improve customer transitions and operational efficiency.
Requirements
- At least 3 years of managerial experience in a Customer Support Center function within the software industry; WFM or HCM experience is desirable.
- Intermediate competency in web technologies, relational database management systems, Java, Microsoft operating systems, networking technologies, Salesforce, and Excel-based analytics.
- Experience building teams, recruiting, developing talent, managing performance, and handling difficult conversations.
- Expertise in developing and using technical-support metrics and KPIs, with the ability to manage complex and ambiguous work independently.
- Experience with 24x7 support operations and teams across multiple locations.
- Strong written and verbal English skills are required.
Nice to have
- Experience leading service operations teams in fast-paced environments.
- Experience with enterprise software, SaaS environments, or Atlassian products such as JIRA.
- Experience in both small and large B2B companies.
Culture & Benefits
- Structured training and long-term development opportunities.
- Flexible work-from-home and office arrangements.
- Employee-focused environment with emphasis on engagement, transparency, and recognition.
- Rotational standby, public holiday, weekend, and after-hours coverage may be required.
- Commitment to diversity, inclusion, and disability accommodation during recruitment.
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