Manager, Product Support Engineering

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Written by AI from the job title and company, not by Fortanix, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Manager, Product Support Engineering at Fortanix will play a pivotal role in leading and developing a dedicated team of product support engineers. This position is responsible for overseeing the resolution of advanced technical issues, ensuring customer satisfaction, and enhancing the technical capabilities within the support division. The ideal candidate will work closely with cross-functional teams to drive continuous improvement initiatives and optimize support workflows, while also contributing to product development and documentation based on insights gathered from customer interactions and feedback.

Job Responsibilities

• Lead and mentor a team of product support engineers to deliver exceptional customer support.
• Manage the escalation process for complex technical issues, ensuring timely resolutions.
• Collaborate with product management and engineering teams to relay customer feedback for product enhancements.
• Develop and implement standard operating procedures for the support team to ensure efficiency and consistency.
• Monitor and analyze support metrics to identify trends and areas for improvement.
• Provide technical guidance and training to support staff on best practices and product updates.
• Act as the point of contact for critical customer issues and participate in high-stakes problem resolution.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• A minimum of 5 years of experience in a technical support or engineering role, with at least 2 years in a managerial position.
• Strong understanding of software development life cycles and cloud technologies.
• Excellent problem-solving skills and a customer-first mindset.
• Proficiency in troubleshooting complex technical issues across diverse technology stacks.
• Outstanding communication and interpersonal skills, with the ability to convey technical information to non-technical audiences.
• Experience with project management tools and methodologies is a plus.

Technologies & Tools

The Manager, Product Support Engineering will utilize a variety of technologies and tools, including customer relationship management (CRM) systems for ticketing and tracking customer interactions, cloud platform services (e.g., AWS, Azure), development tools for troubleshooting (e.g., debugging software, monitoring applications), and collaboration tools (e.g., Slack, JIRA) to enhance team communication and project management.

Ideal Candidates

Ideal candidates for the Manager, Product Support Engineering role at Fortanix are strategic thinkers with a passion for technology and customer service. They are proactive leaders who can motivate and inspire their team while fostering a collaborative work environment. Successful candidates will possess strong analytical skills, a track record of developing process improvements, and a commitment to delivering high-quality support. The ability to adapt to a fast-paced work environment and embrace change will also contribute to their effectiveness in this role.