Lead Technical Support Engineer

2 weeks ago

Sydney, New South Wales, Australia beBeeEngineering Full time $120,000 - $160,000
Job Title

Technical Support Engineering Manager

We are looking for a seasoned Technical Support Engineering Manager to join our organization in Sydney. The successful candidate will lead a team of Technical Support Engineers, ensuring excellent customer experience and driving growth through education and support.

About the Role:

  • Manage, develop, coach and mentor people managers and their teams of Technical Support Engineers who respond to client requests, reproduce and troubleshoot issues, and dive into numerous integrations.
  • Work with senior leaders on hiring strategies to attract, onboard and retain top talent.
  • Act as the owner for your team's accountability and performance - managing performance reviews, performance plans, and any employee relations issues for your direct reports.
  • Partner with Support team senior leadership to oversee team projects and initiatives to improve productivity, process or procedure.
  • Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary.

Key Qualifications:

  • Passionate about people management and/or mentorship with previous experience leading a team, including managing other managers.
  • Self-motivated, detail-attentive, and have a desire for continuous learning.
  • A critical thinker who defaults to a client-centric approach and uses data to make informed decisions.
  • A tinkerer with some programming experience and a basic knowledge of Linux.
  • Active contribution to open-source projects (code, bug reports, etc.) and the community (meetups, etc.).

About Our Organization:

We are a global software business delivering a rare combination of growth and profitability. We are on a mission to break down silos and solve complexity in the cloud age by enabling digital transformation, cloud migration, and infrastructure monitoring of our customers' entire technology stacks.

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