Manager, Technical Support | Hyre Center
About this role
top of page < Back Manager, Technical Support Apply Now Japan Job Type Full Time Workspace Remote About the Role Are you passionate about working directly with customers and immediately impacting their success? Are you driven by solving technical questions and issues? We are looking for someone who is passionate about providing efficient and accurate technical assistance to our growing customer base of online video publishers. The right candidate is a highly motivated person with experience managing global technical support teams in a customer-facing role. Candidates must have an experienced technical background, a working understanding of web-based technologies, and enthusiasm for customer success. This is a Global team, so this role will interact closely with support offices in the US, Guadalajara, London, Sydney, Chennai and Japan, as well as with customers worldwide. Working for this organization will give you a unique opportunity to join a fast-growing company and play an integral role in building products and online services that promise to transform the media industry and change the way people all over the world watch videos. Job Responsibilities People Management Manage 6+ technical customer service engineers in a multilingual environment. Create a team culture and environment that is customer and employee-focused. Understand the team and individual’s technical needs by providing regular coaching, mentoring & constructive feedback. Develop all levels of employees within our organisation to ensure successful succession planning by setting and tracking development goals and implementing PIP (Performance Improvement Plans) when performance issues are identified. Follow a people-first approach to ensure this. Participate as an evaluator of soft & technical skills to support the hiring and interviewing processes. Response Management, Product & Process Improvement Act as a Technical Incident Manager for infrastructure and services outages on large-scale cloud applications (AWS), in-house applications, and local bugs. Drive continuous process improvements/initiatives to increase productivity, improve customer satisfaction (CSAT) and consistently meet business KPIs. Represent the customer to internal stakeholders in our Product and Engineering teams and ensure that our product and documentation reflect our customers’ needs. Participate in global reviews of the organisational tools, performance, and policies and procedures to ensure continuous improvements and standardisation across sites globally. Establish and assure adherence to budgets, schedules, work plans and performance requirements. Reporting & Communication Interact with senior management and executives concerning cross-functional areas and responsibilities. Clearly communicate updates on performance against targets and objectives to senior management and executives. Requirements Qualifications/Experience Bachelor's degree (Computer Science preferred but not required) 8+ years of relevant experience in a customer-facing environment with a minimum of 3+ years in team/people management, with the ability to demonstrate management experience achieving adherence to Service Level Agreements. Experience delivering on global strategic initiatives to improve customer satisfaction and experience. Experience managing large enterprise customer partner relationships and advocating for technical issues or needs. Required to be flexible, detail-oriented, and organised, as well as have the ability to multitask. Native Japanese and business-level English communication skills with a strong customer focus. Proven ability to work with the team to quickly and calmly resolve technical issues. Exposure to online technical problem-solving and troubleshooting. Understanding of internet technologies, including browsers, networking, firewalls & proxy servers. Working knowledge of web-based technologies, including HTML, CSS, JavaScript. Nice to have Programming experience with at least one server-side programming language (Ruby, PHP, Java, Swift, Python). Familiarity and working knowledge with online video and rich media. Exposure to video encoding applications. Strong data entry skills.
What this role is, and what else it is called
Employers in London advertise this kind of work as IT Support Engineer, Support Engineer, Technical Support Engineer and IT Support Technician too, so it is worth searching more than one wording. It is a lead or principal IT Support & Service Desk role in London, advertised as fully remote, so it is open to candidates working from home.
How this role compares to the market
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1,305 live UK roles list Java right now, from 330 employers. The median advertised salary is £90,000; 32% are advertised as remote. Browse Java roles.
London has 4,321 live IT vacancies across 1,364 employers, with a median advertised salary of £70,000. Browse London roles.
Lead and principal roles make up 1,635 of the live UK IT market and advertise a median of £80,000.
Market figures are today's snapshot of live UK roles on employer careers pages; see hiring trends.
Technologies mentioned
Detected on Hyrecenter's careers page. ProdReady Recruitment lists this vacancy as an aggregator and is not the employer; applications go to the employer's own site. More IT jobs in London.