Description
Silver Spring Networks is looking for a Sr. Technical Support Manager (Escalation) to join our team in San Jose, California. In this role, you will lead a team of senior escalation engineers. You will also be responsible for key department initiatives, goals, KPI's, customer interactions, and cross functional collaboration. In this position, you will play a key role in delivering world class customer experience. The is the ideal position for [enter key competencies and characteristics].
What will you be responsible for, exactly?
- Managing day to day and strategic operations of a global senior team of support escalation engineers
- Technical leader for Smart Grid, Smart City, and IoT technologies
- Key stake holder for cross functional technical and departmental problem tracking and remediation
- Face and voice of the customer in critical SME technical investigations/situations
- Forward strategic planning for escalation and sustaining support activities
- Training and mentoring of escalation engineers and lower level support teams
- Key organizational initiatives, goals, and KPI's
A qualified candidate will demonstrate:
- 5 - 7 years of leadership in a support management role
- Technical competency in networking at it relates to Smart technologies and IoT
- Knowledge of CRM processes and reporting
- KPI deliverables and personnel utilization
- Cross functional relationships and team building
- Customer facing/voice initiatives and/or problem solving
What you've got to bring to the table:
- BA or BS in Engineering or Computer Science or related technical equivalent experience
- Minimum of 5 years global technical support experience
- Technical Knowledge:
- Languages and Tools: Oracle SQL and PL/SQL, JavaScript, nslookup, ping, traceroute, & ftp
- Operating Systems: UNIX, Windows, & Linux
- Networking: Servers, Routers, Storage, and Database. Certifications
- Advance Leadership, cross functional collaboration, customer facing, and team building skills
- Managing, mentoring, and utilization of global teams
- Business process knowledge within support organization and cross functional
Tracking Code 2448
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Contact
Silver Spring Networks, Inc.
555 Broadway Street
Redwood City
California United States
www.silverspringnet.com
