Manager, Technical Customer Support

Overview

This is an incredible opportunity for a Technical Customer Support/Operational manager with experience leading small teams of technical experts. The ideal candidate thrives in dynamic, fast-paced environments, collaborating with customers to solve intricate technical challenges. Initially, you’ll gain hands-on experience with one of Axway’s industry-leading enterprise software solutions while becoming acquainted with our global support processes. As your expertise grows, you’ll assume ownership of escalations and cultivate strong customer relationships. In this highly visible role, you’ll collaborate closely with Axway’s sales team, field consultants, and R&D, driving customer success and enhancing Axway’s Net Promoter Score. Your primary responsibility will be managing the support functions related to Axway’s MFT and VA products, ensuring exceptional customer satisfaction through effective issue resolution, technical guidance, and team leadership. The ideal candidate possesses a deep comprehension of MFT and VA solutions, complemented by strong leadership abilities to manage a team of support professionals

Responsibilities

 

• Lead, coach, and manage a team of customer support engineers specializing in Axway’s MFT and VA solutions, ensuring the team provides top-tier support to both enterprise and mission critical customers
• Provide training and mentoring to ensure the support team is knowledgeable about Axway’s MFT and VA products, common issues, and troubleshooting procedures.
• Foster a culture of accountability, knowledge sharing, and excellence within the support team.
• Regularly conduct one-on-one meetings, performance reviews, and career development discussions with your direct reports.
• Oversee and manage the end-to-end customer support process for MFT and VA-related issues, ensuring timely and effective resolution of customer Support tickets, incidents, and service requests.
• Collaborate with customers to understand their needs and translate these into actionable resolutions for the support team.
• Ensure that support tickets related to MFT and VA are properly prioritized, categorized, and resolved according to SLA (Service Level Agreement) expectations.
• Handle escalated, high-priority customer issues related to MFT and VA and ensure they are resolved to the customer’s satisfaction.
• Continuously improve support workflows, documentation, and processes to increase efficiency, reduce resolution time, and improve the overall customer experience.
• Monitor key performance metrics, such as ticket resolution times, customer satisfaction scores to assess team performance and identify areas for improvement.
• Manage the ongoing development of our Knowledge Base articles and case solutions
• Leverage data to identify trends in customer issues, and work with engineering, product management, and other teams to address root causes or suggest product improvements.
• Work closely with Product Management and R&D teams to stay current on product releases, updates, and bug fixes related to MFT and VA, ensuring the support team is prepared to handle customer inquiries efficiently.
• Act as a liaison between the support team and the R&D teams to relay critical customer feedback, feature requests, and bug reports for future product enhancements.
• Personally manage a small portfolio of Key and Strategic customers ensuring all of their reported issues are being managed and resolved effectively.
• Measure and report on customer satisfaction metrics, including Net Promoter Score (NPS), customer surveys, and feedback sessions, and implement corrective actions when needed.
• Develop and implement strategies to proactively engage customers, reduce escalations, and drive product adoption.

Qualifications

 

 

• Strong verbal and written communication skills
• Excellent customer service skills
• Excellent analytical skills
• Ability to work under pressure
• Ability to work and negotiate with other teams
• Ability to work effectively in a dynamic, virtual environment
• Self-starting and self-motivated with a high level of initiative
• High level of ownership and accountability
• Good understanding of the software development and support processes
• Previous experience with complex enterprise customer environments and B2B/MFT solutions.

 

 Key Technical Competences

• Candidates with prior working experience with SSO (SAML, OAuth) and IDP providers (ADFS, OneLogin etc.) preferred
• Strong knowledge and experience in Linux\Unix troubleshooting\administration
• Strong knowledge in Networking
• Good knowledge of Windows OS\troubleshooting\administration