Technical Support Director

4 days ago

Brisbane, Queensland, Australia beBeeTechnical Full time $150,000 - $180,000
Job Title: Technical Support Director

This role is for a highly skilled Technical Support Director who will be responsible for leading our support teams. Our team members are the face of the organization, and it's their job to ensure that customers are always satisfied with the service they're receiving.

Main Responsibilities:
  • Leading a professional support team, including skills development and performance management
  • Operational control, shift scheduling, accountability for key performance indicators (KPIs)
  • Ensuring that all customer cases are responded to within the SLA, and in a professional manner
  • Acting as the customer escalation contact, and ensuring that such escalations are addressed appropriately
  • Accountability for customer satisfaction
  • Contributing to the support knowledge base
  • Continuous improvement to the team's processes and support service delivery
  • Hiring, developing, and training support team members to match business requirements
Requirements:
  • Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
  • Leadership experience, preferably team management experience
  • Confidence under pressure, with a proven track record of high customer focus
  • Preferably fluent in two languages, English being the primary one
  • Excellent communication skills (verbal and written)
  • Experience or knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies
  • A proven track record of contributing to Open Source projects
  • Software development experience
  • Experience in working in support organizations

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