Enterprise Support Manager

hace 2 días


Madrid, Madrid, España Infoblox A tiempo completo
About Infoblox

Infoblox is a leader in cloud-first networking and security services. We empower organizations to take full advantage of the cloud by delivering network experiences that are inherently simple, scalable, and reliable.

Salary and Benefits

We offer a competitive salary, including $140,000 per year, as well as a generous benefits package and paid time off to help you balance your life. Our holistic benefits package includes coverage of your health, wealth, and wellness, which helps our employees thrive both personally and professionally.

Job Description

We are seeking a skilled Manager, Enterprise Support – TAM to join our team located in the EMEA region. As a key member of our Technical Support team, you will manage an international team of technical account managers who provide dedicated technical support to our customers covering the APJ and EMEA time zones. Your primary responsibility will be to drive resolution of complex production issues, including escalation, delivery, and operational processes.

Key Responsibilities:
  • Manage the daily operational performance of Infoblox's international TAM team
  • Drive resolution of complex production issues, including escalation, delivery, and operational processes
  • Hire, develop, and lead a team of TAM support engineers
  • Manage the business relationship between customers, the Infoblox team, and partners
Requirements

To succeed in this role, you will need:

  • 2+ years of experience managing technical support teams or technical account management teams
  • 5+ years of hands-on technical support experience for a networking product is a plus; support experience of DNS/DHCP preferred
  • Broad functional knowledge in all aspects of technical support management, including training and staff development, support planning, logistics, and process/policy improvement
  • Experienced in managing complex customer relationships
  • Outstanding written and verbal communication skills in English
What Success Looks Like

After six months, you will have a good understanding of our products and support processes, continuously assess team strength, gaps, and development areas, and develop process improvements based on your experience. After about a year, you will be able to accurately report on progress and impact of the team, create career development plans for the team, and ensure enablement activities are driving the desired results in the quality of support provided to customers and internal stakeholders.



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