Manager, Technical Support

About Us:

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Seismic, a rapidly growing Forbes Cloud 100 company, is the global leader in enablement, helping organizations engage customers, enable teams, and ignite revenue growth. The Seismic Enablement CloudTM provides continuous guidance to improve behavior, content, and skills to win more deals and deliver better experiences. More than 2,200 organizations around the globe including IBM and American Express have made Seismic their enablement platform of choice. Seismic integrates with business-critical platforms including Microsoft, Salesforce, Google and Adobe. Seismic is headquartered in San Diego, with offices across North America, Europe, Australia and China.

Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismic here.

Overview:

Seismic is a leader in sales enablement technology, delivering integrated solutions that connect marketing, sales, and buyers to drive meaningful engagement. We develop cutting-edge SaaS solutions, ensuring innovation, quality, and global reach to meet our customer needs. 

We specialize in delivering modern, scalable, and multi-cloud solutions that empower businesses to succeed in today’s digital era. Leveraging the latest advancements in technology, including Generative AI, we are committed to driving innovation and transforming the way businesses operate. As we embark on an exciting journey of growth and expansion, we are seeking a talented Data Scientist to join our AI team in Hyderabad, India. 

The Manager of Technical Support will oversee a team of Support Engineers, ensuring the delivery of exceptional technical assistance and maintaining high levels of customer satisfaction. This role is pivotal in driving operational efficiency, optimizing team performance, and fostering a culture of continuous learning and improvement. The Manager will lead with expertise in technical support operations for customer cases and support via chat across multiple products.  

Who you are:

If you are someone who is passionate about technology, tech support, and customer service, capable of building & leading teams and handling diverse situations effectively, we want to hear from you!

The role requires –

• Demonstrated ability to drive customer satisfaction and deliver tangible business outcomes. 

• High level of responsibility for team goal-setting, resource allocation, and operational success. 

• Ability to act as a collaborative partner across organizational boundaries, contributing to strategic initiatives. 

What you’ll be doing:

Team Management 

• Supervise and mentor a team of Support Engineers, providing guidance, coaching, and performance feedback. 

• Foster a collaborative and high-performing team environment. 

• Develop and implement individual development plans for team members to support their professional growth. 

• Monitor daily team activities, quality, productivity, and ensuring adherence to service level agreements (SLAs) and company policies. 

Operational Oversight 

• Ensure smooth day-to-day operations, including ticket management, escalation handling, and efficient case resolution. 

• Identify and address operational challenges to improve workflows and resolution times. 

• Act as an escalation point for high-priority issues, working with cross-functional teams to ensure swift resolution. 

Metrics and Reporting 

• Track and analyze team performance metrics, including key performance indicators (KPIs) and customer satisfaction scores. 

• Generate and present actionable insights to stakeholders to guide team improvements. 

• Use data-driven strategies to identify trends, optimize workflows, and enhance operational efficiency. 

Customer Escalations 

• Manage high-priority customer escalations with professionalism, urgency, and precision. 

• Ensure that escalations are addressed promptly and effectively, prioritizing customer satisfaction. 

Training and Development 

• Design and deliver training programs to staff to enhance technical expertise and customer service capabilities within the team. 

• Stay updated on industry advancements, including AI applications, and incorporate new knowledge into training initiatives. 

Meeting Leadership 

• Lead structured, goal-oriented meetings with clear agendas and actionable outcomes. 

• Ensure meetings foster inclusivity, active participation, and diverse perspectives. 

• Follow up on meeting action items, holding team members accountable for commitments. 

Organizational Development 

Leadership and Management 

• Provide strategic leadership to the team, aligning goals with organizational priorities. 

• Act as a mentor and expert resource within the team and across departments. 

• Balance resource allocation among team members and collaborate with peers on cross-functional initiatives. 

• Promote a culture of continuous improvement and innovation. 

Collaboration and Communication 

• Act as a liaison between technical and non-technical teams, facilitating effective communication. 

• Translate complex technical concepts into clear, actionable language for diverse audiences. 

• Present findings, insights, and updates to senior leadership and stakeholders confidently and effectively.  

What you bring to the team:

Technical Expertise 

• In-depth understanding of SaaS solutions, cloud technologies, and technical support processes. 

• Proven ability to troubleshoot complex technical issues and implement innovative solutions. 

• Proficiency with support ticketing systems, technical support tools, and relevant technologies. 

• Familiarity with Generative AI applications and use in Technical Support context and case deflection strategies. 

Experience 

• Bachelor’s degree in Computer Science, IT, or a related field, or equivalent experience. 

• 5+ years of experience leading technical support teams in a fast-paced environment. 

Communication and Presentation 

• Exceptional verbal and written communication skills, with the ability to articulate technical concepts to non-technical stakeholders. 

• Experience delivering presentations to senior leadership, clients, and cross-functional teams. 

• Ability to build strong relationships and foster collaboration across departments. 

Leadership Capabilities 

• Proven track record of managing, mentoring, and developing high-performing teams. 

• Effective decision-making under pressure, with strong organizational and time-management skills. 

• Experience managing employees through change and challenging circumstances. 

What we have for you:

At Seismic, we’re committed to providing benefits and perks for the whole self. To explore our benefits available in each country, please visit the Global Benefits page.