Job Description :
any visa/tax term

*Global Support Manager (Cloud/SaaS/AWS) *

*Location: San Mateo, CA *

*3-6 months CTH*

*Top 3 technically:*

A system s engineering/ Comp science background hands on
technically and in supervisor capacity for Enterprise software level
company (On prem software and Cloud/ SaaS support - they run AWS/ Azure)
Hands on with these technologies: *Skype for Business, Microsoft
Dynamics, Exchange * ( experience supporting products in those environments
) 3 platforms they have products in the market (Microsoft product line is
essential) Some SAP background would be a serious plus
*More :*
They have global support and this person would be a supervisor to
these support teams
Experience globally is a big plus
4-7 years experience in the systems space, 2-3 years management
minimum
Culturally someone who is used to wearing multi hats: they
organize like a start- up

Job Responsibilities:

Manage the day to day operations of the client customer support team that
delivers 24x7x365 technical support to on-premise and SaaS global
enterprise customers.
Acquire omprehensive technical understanding of client products to
enable technical leadership in the analysis, isolation, and resolution of
customer issues.
Lead, coach, support, and develop an expanding technical customer-focused
product support team.
Manage, recruit, develop, and motivate the support team members to
deliver total customer satisfaction.
Oversee departmental training plan and skills matrix; train and coach
support personnel on customer service skills.
Manage the issue escalation process, ensure that customer SLAs are met,
and oversee timely communication of issue status to Customers.
Drive product quality by providing business cases for frequent issues
with trend analysis. Contribute to the product review process by
influencing product management and development on behalf of the customer.
Monitor staff performance and quality of service and perform personnel
performance reviews.

Position Requirements:

4 to 7 years of experience building, managing, and measuring 24x7
geographically-disbursed customer support teams in rapidly growing
enterprise software companies.
BS/BA in Engineering, Computer Science, or related discipline. MCSE
and/or CISSP would be a plus.
Demonstrated experience managing dispersed teams that provide enterprise
software support and issue resolution in on-premise and SaaS environments
to global Fortune 500 customers.
Broad, deep hands-on experience with Windows and Linux operating system,
Active Directory/LDAP, and identity management systems.
Hands on experience with Microsoft Dynamics, Microsoft Exchange, and
Skype for Business. Experience with SAP products would be a plus.
Excellent analytical and troubleshooting skills, with proven experience
mentoring others in troubleshooting techniques.
Polished customer management skills.
Demonstrated organizational skills with attention to detail.
Can-do attitude with a passion for learning new things.