Job Description
Role Title
Manager, Support Engineer (Managed Services)
Responsibilities
- Oversee all support cases for technical and troubleshooting accuracy
- Take ownership of support tickets and troubleshoot when needed
- Manage escalated support cases and work with cross-functional teams to identify and resolve complex issues
- Provide timely and accurate status updates on cases, projects, and tasks as needed
- Clearly communicate any issues or concerns and raise them to relevant stakeholders
- Anticipate and proactively address potential issues before they become problems for clients
- Manage customers’ expectations and experience in a way that results in high customer satisfaction
- Develop and maintain technical documentation for internal and external use
- Seek out opportunities to improve the customer experience and increase customer satisfaction
- Participate in severity one and on...