Global Technical Support Manager — 24/7 Lead

Gigamon; Ciudad de México; Hybrid; MXN 900,000 - 1,200,000; Full time

Job summary

Gigamon is seeking a Technical Support Manager in Mexico City to lead a team of Technical Support Engineers providing post-sales support to Gigamon end users and partners. This in-office role requires managing both technical and managerial tasks under pressure while maintaining high customer satisfaction and team engagement.

You will collaborate with sales, product management, and engineering to drive continuous improvement, develop operational metrics, and ensure escalations are handled

Qualifications

• 8+ years of experience in a customer support role, ideally in a technical support capacity.
• 0-2 years of experience in a people management position.
• Bachelor's degree in Computer Science or Engineering preferred.

Responsibilities

• Manage support teams in Mexico City with 24/7/365 coverage for global customers and partners.
• Ensure a best-in-class customer experience through consistent responsiveness and monitoring.
• Develop and maintain operational metrics for the support organization, focusing on case management, knowledge sharing, and quality of escalations.
• Conduct people management activities, including regular one-on-ones, career planning, and focal reviews.
• Oversee customer escalations, ensuring effective situational management and communication with the leadership team on progress and plans.
• Collaborate with sales, product management, engineering, and other business units as required.
• Utilize analytical problem-solving to drive continuous improvement in customer experience.
• Research relevant subjects to enhance knowledge and support continuous improvement.

Skills

People management

Customer support

Communication

Analytical thinking

Education

Bachelor's degree in Computer Science or Engineering

Tools

CRM

Knowledge Base

ACD systems

Job description

Gigamon is seeking a Technical Support Manager in Mexico City to lead a team of Technical Support Engineers providing post-sales support to Gigamon end users and partners. This in-office role requires managing both technical and managerial tasks under pressure while maintaining high customer satisfaction and team engagement.

You will collaborate with sales, product management, and engineering to drive continuous improvement, develop operational metrics, and ensure escalations are handled