SUPPORT ENGINEERING MANAGER

The CompanyMultinational company of technology segment based in Campinas.
ob descriptionThe Support Engineering Manager is responsible for building and actively managing a team of developers and engineers dedicated to the products maintenance.
This professional ensures that technical problems identified by customer support are resolved efficiently, productively, on time, and with the highest quality;Compliance and Process Adherence.
Ensure compliance and disciplined adherence to the defined process for support level 2, including interconnection with other areas and support systems;Team Management.
Consistently and autonomously manage the Support Level 2 team, monitoring and tracking tasks, prioritizing, and managing timelines;Operational Routine.
Ensure an efficient operational routine for resolving tickets sent through the customer support area and internal tools;KPI Monitoring.
Monitor and analyze KPIs and controls to measure productivity, service SLA, and quality of service;Process Improvement.
Establish objective goals for improvement, continually review processes to ensure efficiency and quality, submit ideas and change proposals to management, and guarantee implementation when changes are accepted;Escalation Point.
Act as an escalation point for critical issues and collaborate with other teams to resolve complex issues;Urgency and Prioritization.
Ensure a sense of urgency and priority within the team so that the customer receives assistance quickly, offering contingency solutions if necessary while ensuring definitive problem resolution;Training and Development.
Train and develop the team, promoting a continuous learning environment;Performance Reviews.
Provide immediate, objective, and transparent reviews for underperforming team members, clearly explaining performance issues, providing recommendations for improvement, and outlining consequences of continued underperformance;Termination Recommendations.
Proactively recommend the termination of team members who, after receiving proper reviews, fail to address performance issues;Recognition and Promotion.
Provide immediate, objective, and transparent reviews for overperforming team members, clearly explaining overperformance.
Proactively recommend the promotion of consistently overperforming team members;Interviewing and Onboarding.
Objectively interview and onboard new team members to ensure each new member enhances the overall team performance;Best Practices and Efficiency.
Proactively search for and recommend new practices to increase operational efficiency and process improvements;Leadership Development.
Motivate and develop the team, identifying and training team members with potential leadership skills, and regularly updating the direct manager.
equirement Profile - Knowledge, Skills & ExperiencesPreviously experience in a management position with current knowledge in technical support or development team management;High proficiency in process management and KPI monitoring.
Knowledgeable in customer support and process optimization tools and systems;Problem and Conflict Resolution.
Strong abilities in problem and conflict resolution, managing pressure, and handling multiple subjects simultaneously;Highly organized, process-oriented, and employs critical thinking in executing responsibilities.
Autonomous, proactive, problem solving, easy going and pretty fast in adapting to new ecosystems;Bachelor's degree in technology or related fields;Fluent English is mandatory.