Description : Job Description
As Manager of Technical Support, you will have the responsibility to manage and lead a highly skilled technical support team in our organization in support of some of VMware’s most strategic customers and partners;
building close relationships / partnerships with our most strategic accounts. You will work closely with our Technical Support Management team including the Sr.
Managers of Technical Support, Director of Technical Support, Eastern US / Canada and the VP of Global Support Services, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.
You will provide superior technical support and service to the VMware customer base and leadership to our Engineering Support teams.
Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution
Manage and develop the support teams, including hiring, professional development and proactive project work
Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
Lead and / or being involved in Global Strategic Initiatives
Work with VMware’s engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
8 years of experience in the software industry with a minimum of 3 years in technical support management, including people management
Background in the development and management of remote support groups, international support groups and 24 x 7 support operations
Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
BS / BA degree or equivalent technical experience, MBA a significant plus
Experience in both small and large companies is highly desirable
Familiarity with systems operations and management environments within large enterprise customers and / or service providers is desirable
Good communications and interpersonal skills
Fluency in English, Spanish and Portuguese highly desirable