About The Role

As an Advanced Support Manager you will need to build and maintain long-term relationships with our customers, as well as providing guidance to a team of Technical Account Managers. This position requires both management skills to carry out day-2-day supervision of the team, as well as strong customer facing skills particular in the telco and large enterprise space when engaging with our customers.

Key Responsibilities

Provide first level supervision to a team of Technical Account Managers managing workload, response, resolution and quality

Monitor and manage support queues and escalate issues as necessary
Perform case reviews and provide feedback to the team ensuring there is continuous improvement
Participate in customer conference calls or face to face customer meetings to discuss technical issues and ongoing projects
Ensure consistent delivery across the Advanced Support team
Be flexible to work with the Advanced Support Director on higher priority tasks, improve productivity by highlighting deficiencies and recommending changes in methods, processes and tools.
Manage customer escalations; follow up with customer satisfaction surveys.
Highlight serious issues and bugs to engineering and escalation teams for resolution.
Ensure SLA´s are honoured and premium support accounts are managed properly
Ensure TAMs have the proper training, tools and environment according to business needs
Develop best practices deployment and troubleshooting documentation
Create technical documentation and bulletins to improve internal and external knowledge base

Skills and Attributes Requirements

Energized by making customers happy and successful
Strong troubleshooting and problem solving skills
Translator between business, technical, and sales people
Excellent organizational, analytical and negotiation skills
Effective communication and customer management skills
Excellent written and verbal communication skills
Driven to create success in a hopeless situation, through brilliant problem solving, communication, and relentless persistence
Able to perform well in the face of tight deadlines and tough technical and organizational challenges
Steadfast and calm in explosive situations
Previous call center experience, preferably supporting data networking products and/or security products is desirable.
Previously worked in a technical support position with the telco and large enterprise space.
Demonstrated leadership skills

Educational and Experience Requirements

Minimum of 6-8 years of experience in a high technical support/post-sales role
At least 2+ years’ experience with direct customer interaction, preferably in a supervisory role
Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable
Fortinet NSE4 certification or similar
Business level English and German essential
Must possess the right to work in Spain

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