Aqua is looking for a Technical Support Manager to lead a team of highly technical and senior support engineers. Supporting Aquas containerized security solution for prospects and existing enterprise customers. This role will focus on post-sales technical support: providing expert product advice to customers, reproducing issues with the product, and helping to ensure our customer implementations are successful. This is a US remote based role.
- Oversee a group of Technical Support professionals, offering guidance, training, and constructive feedback to ensure their achievement of goals and foster their personal and professional development.
- Own and drive end to end the resolution of customer problems from first awareness to final solution.
- Efficiently manage the queue by distributing the workload and ensuring that team cases are consistently updated and progressing towards prompt resolution.
- Serve as an escalation point for complex technical issues and lead to quick and quality resolution.
- Create and sustain a repository of frequently encountered technical issues, while also crafting instructional resources aimed at enhancing the skills and knowledge of support professionals.
- Consistently monitor support metrics and KPIs and implement necessary actions to achieve continuous improvement.
- Engage in collaborative efforts with various cross-functional teams, such as Product Management and Engineering, to enhance both product quality and the overall customer experience.
About the Team:
Do you thrive on solving our customers complex technical challenges? At Aqua, our customers are our #1 focus. We strive to deliver best in class service, while helping them secure their cloud native applications. If you thrive in a fast-paced environment and are passionate to assist customers, come join our technical support team and be a part of a vibrant & supportive work culture!