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For your reference, we have included the original job posting below.
Senior Technical Support Manager
Job Number:
34192790
Company Name:
Barracuda Networks
Job Location:
San Jose, CA US
Job Category:
Sales & Sales Management
Salary:
Yes (amount not posted)
Minimum Education:
4-Year College Degree
Senior Technical Support Manager
Complete responsibility for addressing technical needs of customers regarding use and understanding of Barracuda Networks products. Reports to the Vice President of Worldwide Technical Support and promotes value added service at every opportunity. This is a new position:
* Serves as first point of contact for customers with technical inquiry, complaint or other application requests or contacts. Provides technical support and solutions to technical problems * Drives installation and minimizes time to conclusion of validation * Identifies, evaluates and prioritizes customer problems and complaints * Manages the support process and requests support from other colleagues as needed with overall responsibility for customer satisfaction * Support QA in complaint handling and fact finding in accordance with internal quality systems. Follow-up with sales personnel and customer on complaints to improve customer satisfaction. * Provides technical leadership ensuring growth targets are achieved in a solution-based and customer focused approach * Defines technical support strategy with short-and long-term plans and successfully implements the strategy * Ensures best practices are followed. Establishes processes and metrics to effectively manage * Supports pre-sales activities as directed by sales department * Provides training as needed * Maintains positive customer relations, satisfaction and retention
Qualifications:
* BS or equivalent * 7 + years of experience in Technical Support and 4 years experience within a management capacity. * Professionalism - Ability to function in a responsible, professional manner using good judgment in decision making * Problem Solving - Ability to solve problems, analyze data, and interpret results. Ability to tackle problems and take independent action, seek out new responsibilities, act on opportunities, and generate new ideas. Work on complex assignments where considerable judgment and initiative are required in resolving problems and making recommendations. Prioritizes tasks to accomplish goals and objectives * Leadership - Ability to interface and lead high performance technical teams to achieve maximum results. Ability to build, motivate and develop a team. Proven successful record in technical leadership and staff management role, while functioning in a demanding, action oriented environment. Supervisory experience in customer service, technical support or a related area preferred
Barracuda Networks offers benefits including medical, dental, vision, flexible spending account options and 401K.
