Technical Support Manager

Location: Auburn, NH

Level: Experienced/Manager

Position Overview:

C Squared Systems is currently seeking a Technical Support Manager to lead our NOC/Support Team. The successful candidate will have responsibility for all aspects of the Technical Support Team and processes which span both software support of our SitePortal® monitoring product and Tier 1 remote monitoring of customer wireless/DAS venues. This involves advocating on behalf of internal/external customers and facilitating resolution of technical product issues identified SitePortal® users, ensuring alarm responses adhere to SLA requirements, motivating the team, and improving current technical support processes and workflows.

Primary Responsibilities

• The Technical Support Manager provides day-to-day general management of the technical support team, including staffing and development, as well as technical guidance to help resolve more advanced issues.
• Facilitate success of the team through management/guidance of customer support tickets and remote monitoring incident tickets; identification, analysis, and management of critical customer issues to ensure timely and accurate resolution and follow-up.
• Develop and implement processes, systems, and technology to support and enhance the technical support function; Capitalize on industry best practices to scale the growing business.
• Develop and provide regular reporting to measure effectiveness of the technical support function and identify areas in need of attention.
• Ensure wide-ranging or high-priority customer issues are addressed with an appropriate degree of urgency by other internal C Squared teams such as Development, DevOps, and Quality Assurance, and implement formal feedback mechanisms for incidents, causes and resolutions.

Skills/Qualifications/Expectations:

• Bachelor's degree in a Technical Discipline (IT, Engineering, Computer Science) with 6+ years in Technical Support;
• 4+ years of experience managing/leading a Technical Support Team;
• Advanced knowledge of TCP/IP, SNMP, FTP, Telnet, SSH, HTTP, HTML, MySQL;
• Advanced Linux Command Line skills;
• Strong leadership and mentoring skills;
• Ability to manage competing priorities by contributing directly and delegating to Support team to both meet deadlines and foster team development;
• Foster positive relationships with managerial counterparts and groups within the organization;
• Availability off-hours to Team as an escalation contact for urgent customer issues and SLA dependent responses;
• Self-motivated and passionate to learn new technologies;
• Excellent written and verbal English communication skills.