Technical Support Manager

2 weeks ago

United Kingdom Propel Full time

Technical Support Manager (Global) Remote, UK or EMEA
I am looking for a Technical Support Manager to oversee the management of reported issues from our customers and internal teams. The successful candidate will be responsible for in-housing Technical Support as it has been previously outsourced; the initial triage of issues, ensuring timely resolution, managing engineering bugs in line with their internal processes, and overseeing and working initially in collaboration with the current outsourced support team. It is a crucial position to identify common issues and prioritising areas that require immediate attention, ensuring a seamless and positive experience for end users / customers.

Issue Management: Efficiently manage reported issues from customers and internal teams,
Bug Management: Oversee confirmed engineering bugs in line with internal processes,
Data Gathering: Ensure all relevant data for confirmed engineering bugs is collected and
Reporting and Analysis: Support Team Management: Manage the support team, ensuring they are aligned with
existing and new internal process requirements and customer service standards.
● Maintain Support SLAs: Ensure that all customer issues are handled within our SLAs, providing
Continuously evaluate and improve support processes to enhance
Proven experience in a technical support or similar role, preferably in a fast-paced and dynamic environment.
● Prior time spent working directly with engineering teams, gathering relevant data, and testing fixes.
● Proficiency in using support management tools and systems (Jira, Monday)
● Proficiency with using back office tools to rectify issues independently without engineering

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