Global 24/7 Technical Support Manager

Gigamon; Ciudad de México; Híbrido; MXN 800.000 - 1.100.000; Jornada completa

Descripción de la vacante

Gigamon in Mexico City is seeking a Technical Support Manager to lead a team of Technical Support Engineers delivering post-sales support to Gigamon customers and partners. This in-office role balances technical and managerial tasks and focuses on maintaining high customer satisfaction under pressure.

You will drive performance metrics, escalate management, and collaborate with sales, product management, and engineering.

Formación

• Bachelor's degree in Computer Science or Engineering.
• 8+ years in customer support, with 0-2 years in people management.
• Experience leading teams of 5+ engineers/support specialists.
• Familiar with CRM, knowledge base systems, and ACD platforms.

Responsabilidades

• Lead a 24/7/365 support team serving global customers.
• Ensure best-in-class customer experience and escalations handling.
• Develop metrics and drive continuous improvement.
• Collaborate with sales, product, and engineering.
• Manage escalations and communicate progress to leadership.
• Foster team development and career planning.

Conocimientos

Leadership

Strategic thinking

Communication skills

People management

Cross-functional collaboration

Educación

Bachelor's degree in Computer Science or Engineering

Herramientas

CRM

Knowledge Base

ACD systems

Descripción del empleo

Gigamon in Mexico City is seeking a Technical Support Manager to lead a team of Technical Support Engineers delivering post-sales support to Gigamon customers and partners. This in-office role balances technical and managerial tasks and focuses on maintaining high customer satisfaction under pressure.

You will drive performance metrics, escalate management, and collaborate with sales, product management, and engineering.