In-Office Mexico City: Global Technical Support Manager

Gigamon; Ciudad de México; Sur place; MXN 600 000 - 900 000; Plein temps

Résumé du poste

Gigamon seeks a Technical Support Manager in Mexico City to lead a team of engineers delivering post-sales support to end users and partners. The role combines technical acumen with people management, ensuring high customer satisfaction and strong team morale.

You will oversee escalations, collaborate with cross-functional teams, and drive continuous improvement in support processes. Strong communication and leadership are essential to succeed in this in-office position.

Qualifications

• 8+ years in a customer support role, with 0-2 years in people management.
• Bachelor’s degree in Computer Science or Engineering preferred.
• Experience managing a team of 5+ direct reports in a technical support environment.
• Familiarity with CRM, Knowledge Base, and ACD systems.
• Excellent oral and written communication, especially for escalations and coordination.

Responsabilités

• Manage support teams in Mexico, providing 24/7/365 support to global customers and partners.
• Ensure a best-in-class customer experience through responsiveness and monitoring.
• Develop and maintain operational metrics for the support org, focusing on case management and knowledge sharing.
• Conduct people management activities, including one-on-ones, career planning, and focal reviews.
• Oversee customer escalations with effective communication to leadership on progress and plans.
• Collaborate with sales, product mgmt, engineering, and other units as required.
• Use analytical problem-solving to drive continuous improvement in customer experience.
• Manage customer escalations and communications demonstrating account and project mgmt skills.
• Research relevant subjects to enhance knowledge and support continuous improvement.

Connaissances

Customer support

People management

Leadership

Communication

Cross-functional collaboration

Analytical thinking

Problem solving

Formation

Bachelor’s degree in Computer Science or Engineering

Outils

CRM systems

Knowledge Base

ACD systems

Description du poste

Gigamon seeks a Technical Support Manager in Mexico City to lead a team of engineers delivering post-sales support to end users and partners. The role combines technical acumen with people management, ensuring high customer satisfaction and strong team morale.

You will oversee escalations, collaborate with cross-functional teams, and drive continuous improvement in support processes. Strong communication and leadership are essential to succeed in this in-office position.