Support Engineering Manager
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Job Description
Support Engineering Manager at Quavo leading support teams and ensuring product success. Collaborating with internal teams and maintaining client satisfaction in fraud and disputes management.
Responsibilities:
- Play a crucial role in achieving Quavo’s vision and delivering successful products to market.
- Maintain communication across Account Management to ensure client satisfaction.
- Lead and develop the support engineering team including hiring, training, and performance management.
- Set goals and objectives for the team utilizing the EOS framework.
- Foster a culture of ownership and knowledge reuse.
- Mentor team members on product and technical acumen.
- Oversee client engagements ensuring high levels of satisfaction.
- Develop and implement processes in Jira to streamline support operations.
- Act as a liaison between support team and departments for communication facilitation.
Requirements:
- Bachelor's degree in Computer Science, Engineering, or related field.
- 5+ years of experience in software development or support, with at least 1 year in a management role.
- Proven track record of successfully leading support teams and delivering results.
- Strong leadership and interpersonal skills, with the ability to motivate and inspire team members.
- Excellent communication and stakeholder management skills.
- Experience in resource allocation.
- Expertise in support processes.
- Proficiency in Jira for process development and management.
- Experience in Snowflake and SQL tools and techniques.
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