Technical Support, Manager, Americas

Lead and develop a high-performing team

• Lead, coach and develop a team of Technical Support Specialists, creating a culture of customer ownership, technical excellence, collaboration and continuous improvement.

• Ensure TSS are capable of independently supporting customers and troubleshooting technical issues across all customer tiers, including Tier A/B customers.

• Coach TSS on technical troubleshooting, customer communication, ownership and handling of complex cases.

• Build a team that is confident and self-sufficient in handling complex customer situations, while knowing when and how to escalate appropriately.

• Provide leadership and direction during complex customer escalations, ensuring clear ownership, communication and cross-functional coordination.

• Manage performance, career development, promotions, compensation and performance improvement in partnership with HR.

• Identify and retain key talent while proactively addressing performance or engagement challenges.

• Recruit and onboard new talent and build a strong, scalable team for future growth.

• Create an environment where people continuously develop their technical expertise, customer-facing skills and careers within Support.

• The Manager is not expected to be the primary troubleshooter or case owner, your role is to build a team that can.

Drive customer and operational excellence

• Own the overall performance and quality of the Americas Support team, ensuring customers receive a consistent, high-quality support experience.

• Ensure the team takes full ownership of customer issues from investigation through resolution, escalating appropriately when required.

• Lead the team through high-impact customer escalations and critical situations, working closely with Sales, Services, Product and R&D.

• Ensure escalation processes are followed and that customers receive clear, timely and professional communication.

• Review major incidents and post-mortems and turn lessons learned into improvements in processes, knowledge and team capability.

• Identify gaps in technical knowledge, processes or customer handling and put the appropriate coaching, training or process improvements in place.

• Monitor team performance and operational KPIs and use data to identify opportunities to improve efficiency, quality and customer satisfaction.

• Ensure appropriate staffing, workload distribution and coverage for our global customer base.

• Work with other Support leaders to maintain consistent global standards and ways of working.

Drive AI, automation and continuous improvement 🤖

• Actively drive the adoption of AI, automation and new technologies within the Support team.

• Identify opportunities to automate repetitive, high-volume request cases and improve the efficiency and scalability of Support.

• Encourage the use of AI-driven first responses where appropriate, while maintaining quality, customer experience and effective human escalation.

• Enable AI-assisted troubleshooting and resolution, helping TSS use AI to investigate issues, find relevant knowledge and accelerate resolution.

• Coach the team to use AI as a force multiplier for their technical expertise, while maintaining human ownership and accountability.

• Continuously evaluate how AI and automation can improve Support workflows, including case handling, troubleshooting, knowledge management, customer communication and internal collaboration.

• Continuously challenge existing processes and use data, customer feedback and team insights to identify and implement improvements.

• Help the team adapt to new AI-enabled ways of working by providing coaching, context and support through organizational and technological change.

• Partner with global Support leadership and relevant teams to share successful AI and automation use cases and help scale effective practices across the organization.

Partner across the organization

• Build strong relationships with Sales, Services, Product and R&D teams to ensure effective collaboration around customer issues and opportunities.

• Partner with local teams to provide insights into key accounts, recurring issues and customer needs.

• Coordinate the communication and response to customer feedback, ensuring it reaches the right internal teams and that customers receive appropriate follow-up.

• Work closely with Support Managers and leaders in other locations to ensure consistent global processes, standards and customer experiences.

• Contribute to improvements in Support processes, tools, knowledge management and ways of working.

• Every TSS is equipped to confidently support Tier A/B customers.

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