Manager, Technical Support Engr

RUCKUS Networks; Apodaca; Presencial; MXN 334.800 - 502.200; Jornada completa

Descripción de la vacante

RUCKUS Networks is looking for a Tech Support Manager in Apodaca, Nuevo León, to lead a team of technical support engineers ensuring high-quality support for networking products. The role focuses on customer satisfaction through effective troubleshooting and team leadership.

The successful candidate will have strong technical knowledge, excellent problem-solving, and communication skills, and will be responsible for mentoring the team and optimizing support processes.

Formación

• 5+ years of experience in technical support, with at least 2 years in a leadership role.
• High proficiency in English is mandatory.

Responsabilidades

• Manage and mentor a team of technical support engineers.
• Oversee daily operations of the support team.
• Develop and implement support strategies.
• Collaborate with product and engineering teams.

Conocimientos

Technical support leadership

Networking technologies

Problem-solving skills

Communication skills

Educación

Bachelor’s degree in Engineering, Computer Science, or related field

Herramientas

Salesforce

ServiceNow

Descripción del empleo

Role Summary

The Tech Support Manager leads a team of technical support engineers to deliver high-quality support for CommScope’s networking and telecommunications products. This role ensures customer satisfaction through effective troubleshooting, team leadership, and process optimization.

Key Responsibilities

• Manage and mentor a team of technical support engineers.
• Oversee daily operations of the support team, ensuring timely resolution of customer issues.
• Develop and implement support strategies to improve efficiency and customer experience.
• Collaborate with product and engineering teams to escalat(e) and resolve complex issues.
• Monitor support metrics and generate performance reports.
• Ensure compliance with company policies and industry standards.
• Provide technical guidance and training to team members.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, or related field.
• 5+ years of experience in technical support, with at least 2 years in a leadership role.
• Strong knowledge of networking technologies (e.g., Wi-Fi, Ethernet, IP).
• Excellent problem-solving and communication skills.
• Experience with CRM and ticketing systems (e.g., Salesforce, ServiceNow).
• High proficiency in English is mandatory.

Preferred Skills

• Familiarity with Aurora products.
• ITIL certification or similar process management experience.