Global Technical Support Manager — Lead 24/7 Customer Care

Gigamon; Mexico; On-site; PHP 3,320,000 - 4,795,000; Full time

Job summary

Gigamon seeks a Technical Support Manager to lead a team of Technical Support Engineers delivering post-sales support from its Mexico City office. You will drive customer satisfaction, manage escalations, and partner with sales, product, and engineering to improve service delivery.

You will oversee people management activities, establish metrics, and ensure effective communication with leadership while maintaining a focus on continuous improvement and customer experience.

Qualifications

• 8+ years in a customer support role with leadership duties for 0–2 years.
• 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 tools.
• Strong oral and written communication, esp. for escalations.

Responsibilities

• Lead a team of Technical Support Engineers providing post-sales support.
• Manage support teams in Mexico to deliver global 24/7/365 coverage.
• Maintain best-in-class customer experience through responsiveness and monitoring.
• Develop and track operational metrics for case management and quality of escalations.
• Conduct people management activities including one-on-ones and career planning.
• Oversee customer escalations and communicate progress to leadership.
• Collaborate with sales, product management, and engineering as required.
• Apply analytical problem solving to drive continuous improvement.

Skills

Customer support experience

People management

Communication skills

Analytical thinking

Education

Bachelor's degree in Computer Science or Engineering

Tools

CRM

Knowledge Base

ACD systems

Job description

Gigamon seeks a Technical Support Manager to lead a team of Technical Support Engineers delivering post-sales support from its Mexico City office. You will drive customer satisfaction, manage escalations, and partner with sales, product, and engineering to improve service delivery.

You will oversee people management activities, establish metrics, and ensure effective communication with leadership while maintaining a focus on continuous improvement and customer experience.