Mexico City Technical Support Manager — 24/7 Excellence

Gigamon; Ciudad de México; Híbrido; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Gigamon is seeking a Technical Support Manager for its in-office role in Mexico City. You will lead a team of Technical Support Engineers delivering post-sales support to Gigamon end users and partners, ensuring top-tier customer satisfaction while managing workload under pressure.

The role emphasizes people management, process improvement, and collaboration with sales, product, and engineering. A strong focus on escalations and knowledge sharing is expected.

Formación

• 8+ years in a customer support role, ideally technical.
• Proven experience managing a team of 5+ direct reports.
• Strong communication and escalation management skills.

Responsabilidades

• Lead and mentor Technical Support Engineers to provide post-sales support.
• Manage 24/7/365 support operations for global customers and partners.
• Develop and monitor operational metrics for case management and quality of escalations.
• Oversee escalations and coordinate with Sales, Product, and Engineering teams.

Conocimientos

Leadership

Communication

Cross-functional collaboration

Analytical thinking

Educación

Bachelor's degree in Computer Science or Engineering

Herramientas

CRM

Knowledge Base

ACD systems

Descripción del empleo

Gigamon is seeking a Technical Support Manager for its in-office role in Mexico City. You will lead a team of Technical Support Engineers delivering post-sales support to Gigamon end users and partners, ensuring top-tier customer satisfaction while managing workload under pressure.

The role emphasizes people management, process improvement, and collaboration with sales, product, and engineering. A strong focus on escalations and knowledge sharing is expected.