Senior Manager, Technical Support Engineering - Sitefinity CMS

Technical Support @ Sofia, Bulgaria

Job Summary

We are looking for technical people manager to join us and take on the responsibility of leading a team of Technical Support Engineers delivering high quality support to Progress customers for our Sitefinity CMS. This includes organizing the day to day activities of the global team, ensuring optimal efficiency in handling the workload and delivering highly visible service which contributes significantly to achieving great customer satisfaction levels, reaching Key Performance Indicators (KPIs) and Service Levels (SLs), cost, expense and other business objectives.

This is a great opportunity for someone who’d like to be dedicated to people management, but at the same time wants to stay hands on with tech. You will be directly responsible for leadership, mentoring, training and development of the global Technical Support team while also communicating and negotiating with clients on complex support situations and customer escalations.

What you will be doing most of the time:

  • Ensure customer satisfaction through timely, efficient and effective delivery of technical support
  • Ensure the attainment of department and company goals for measurable team performance
  • Manage escalations as required
  • Advocate for customer interest and supportability in product direction
  • Contribute to strategy thinking for the product. Align team goals with the needs of the business.
  • Promote best support practices within the team
  • Facilitate technical and professional development of technical support staff
  • Foster team spirit and collaboration among technical support staff
  • Help build a customer-centric Technical Support team
  • Identify and provide feedback and proposals to management and peers regarding technical, procedural, and strategic issues
  • Collaborate with other organizations within the company in establishing product goals and strategies, representing customer and technical support interests

To be successful in this role you shall have:

  • Strong ability to multi-task in a fast paced environment
  • Experience dealing with enterprise customers and escalation management
  • Solid technical experience, with at least 2 years supporting mission-critical production applications
  • Project management experience
  • People management experience
  • Strong leadership, and collaboration skills; with the ability to influence highly technical teams
  • Capacity to adapt quickly to different project situations
  • Excellent verbal and written communication skills

Desired tech skills:

  • Programming experience with ASP.NET WebForms/MVC
  • Experience in debugging problems and analyzing customer code
  • Familiarity with MS SQL, XML technologies, Security (SSL, certificates, firewalls, proxies), Networking

If you are looking for:

  • A constant stream of fun challenges to solve, with the resources to solve them
  • Informal, friendly and knowledge sharing environment with smart people around you
  • A chance to join a team and a company globally recognized for its cutting-edge products
  • A company with a social and benefits program that allows you to concentrate on your job and career
  • A company with real learning and development opportunities

Then we would be happy to hear from you! Apply now!



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