Manager, Support Engineering

Lead a team of technical support professionals to deliver exceptional customer service, resolve complex technical issues, and drive operational excellence. In this role, you will partner with cross-functional teams to improve support processes, enhance the customer experience, and foster a high-performing support organization.

Key Responsibilities

Lead Technical Support Operations

• Manage and coach a team of technical support engineers, providing guidance, performance feedback, and career development.
• Oversee daily support operations, ensuring timely resolution of customer issues while meeting service level objectives (SLAs) and key performance metrics.
• Act as the primary escalation point for complex customer issues, coordinating with internal stakeholders to drive resolution and maintain customer satisfaction.
• Monitor incident trends and team performance, identifying opportunities to improve support quality, efficiency, and customer experience.

Drive Operational Excellence & Continuous Improvement

• Partner with Engineering, Product Management, QA, and other cross-functional teams to resolve recurring product issues and improve overall service delivery.
• Lead initiatives to optimize support processes, automate workflows, and improve operational performance through data-driven decisions.
• Champion knowledge management by ensuring the creation and maintenance of high-quality technical documentation and knowledge base articles.
• Contribute to strategic planning, resource management, and customer experience initiatives that enhance team effectiveness and business outcomes.

Qualifications

• Bachelor’s Degree in Computer Science, Information Technology, Engineering or equivalent
• Proven experience of at least 5 – 7 years leading a technical support, customer support, or service delivery team in a technology environment.
• Strong technical troubleshooting, incident management, and customer service skills with the ability to manage complex escalations.
• Experience collaborating with cross-functional teams, including Engineering, Product Management, and QA.
• Demonstrated ability to analyze performance metrics, improve operational processes, and lead high-performing teams.
• Excellent communication, coaching, stakeholder management, and problem-solving skills.
• Desirable experience:
  • Prior experience in managing or working with an Oracle (MICROS) Hospitality or Retail product
  • Prior help desk or relevant experience
  • A+, OCA, OCP, MCP, MCSE or other similar certifications
  • Telephone soft skills training
  • Oracle DB qualifications / SQL skills a distinct advantage
• Must be amenable to working rotating shifts, with the core schedule aligned to the Manila night shift, including weekends and holidays as required
• Hybrid work setup: three days on-site per week during training, transitioning to one day on-site per week thereafter

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