Senior Technical Support Manager — Enterprise Mobility Lead

2020 Companies, Inc.; Plano (TX); On-site; USD 94,000 - 127,000; Full time

Benefits offered by this job

Weekly pay

DailyPay

Medical benefits

401k with company matching

Scholarship opportunities

Employee Assistance Program

Paid Time Off

Paid Holidays

Job summary

Samsung Electronics America in Plano, TX is seeking a Senior Technical Support Manager to lead enterprise mobile device support, manage escalations, and drive improvements in service delivery for enterprise customers.

The role requires a Bachelor’s Degree or 10 years of technical support experience, strong knowledge of MDM/EMM, mail systems, and networking, plus outstanding problem-solving and communication skills.

Qualifications

• Bachelor's degree or 10 years of technical support experience required.
• Experience in a telecommunications environment with mobile device services preferred.
• Strong foundations in mail platforms and Exchange/Office 365.
• Knowledge of MDM/EMM platforms such as SOTI, AirWatch, Intune, Knox.

Responsibilities

• Provide advanced technical support and troubleshooting on mobile products.
• Act as primary interface between customers and escalation teams.
• Investigate complex issues involving MDMs, enterprise networks, and mail systems.
• Analyze logs and data to identify root causes and corrective actions.
• Drive issue resolution within SLAs and log all cases in the ticketing system.
• Mentor junior team members and contribute to process improvements.

Skills

Mobile device support

MDM/EMM knowledge

Mail systems administration

Networking basics

Technical troubleshooting

Customer escalation handling

Education

Bachelor's Degree or 10 years of experience

Tools

SOTI

Blackberry UEM

AirWatch

MobileIron

MaaS360

MS Intune

Knox

Job description

Samsung Electronics America in Plano, TX is seeking a Senior Technical Support Manager to lead enterprise mobile device support, manage escalations, and drive improvements in service delivery for enterprise customers.

The role requires a Bachelor’s Degree or 10 years of technical support experience, strong knowledge of MDM/EMM, mail systems, and networking, plus outstanding problem-solving and communication skills.