Product Support Manager

The Product Support Manager will be responsible for managing a world-class Technical Support team supporting all Cato offerings. This person will be passionate about leading a growing team of highly technical Support Engineers in addition to participating/leading strategic transformation projects. The successful candidate will also have responsibility for leading efforts in developing and implementing world class technical support services, knowledge base content, best practices, and methodologies to deliver unsurpassed service and support. They will report to the Director, Product Support APJ and will oversee the day-to-day operations of deployment, integration, and overall product support. They will work closely with various teams to understand and address customer concerns helping deliver an exceptional customer experience.

Responsibilities:

• Responsible for Team Management, including hiring, improving productivity, allocating and utilising resources efficiently, motivating teams, and managing attrition and training. Able to deliver high level of service with helping the organisation grow and evolve.
• Continually assess performance, develop improvement plans, and implement solutions to drive continuous improvement ensuring support engineers have the resources, cross-functional relationships, and processes necessary to ensure success and sustained performance.
• Collaborate with our Product, Engineering, Customer Success, and Sales on issues affecting our customers including as a main point of contact on customer escalations.
• Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Evaluate current processes, technology, and organisational skills to identify areas of improvement and opportunities for advancement.
• Collaborate with other members of the Global Support team to build sustainable, frictionless, and consistent global processes to meet customer needs.
• Present QBR for region and assist the sales presentation with premium support opportunities.
• Hands-on leader that can grow and evolve all areas of support.
• Available for escalation afterhours

Requirements:

• Bachelor and/or post graduate qualifications in Computer Science and/or IT Management or equivalent experience.
• 8+ years technical support experience with a 3+ years in a support management role is required.
• Technical networking/security experience is required.
• Demonstrated track record of providing world-class technical support for a SaaS platform with multiple offerings and/or with enterprise products to large scale, enterprise IT organisations for mission critical platforms.
• Can effectively prioritise and escalate customer issues and drive rapid resolution while taking full ownership and with focus on customer experience.
• Excellent written/verbal communication and presentation skills.
• Lead change by effectively building commitment and winning support for initiatives.
• Proven capability of having successfully delivered on support metrics, developing KPIs, monitoring and reviewing aspects.