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Company

Sapiens · 1 day ago

Client Technical Support Director

United States

Full-time

Remote

Director/Executive

10+ years exp

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Responsibilities

Lead and manage a team of product support personnel to provide exceptional customer support service and technical support.

Oversee the resolution of production issues, ensuring timely and effective resolution.

Provide timely notification of outages and interruptions to stakeholders.

Provide technical assistance in resolving issues and escalating when necessary.

Develop and implement standard operating procedures for production support processes.

Serve as point contact with cross-functional teams (Cloud services and IT). This includes environment strategy/planning, maintenance updates and issue resolution. This includes identifying areas for improvement and developing response plans to provide exceptional customer service.

Monitor performance of environments and proactively identify areas for improvement with Cloud services team.

Oversee product support team responsible for ongoing alignment of the customers code version with the base version as well as periodic upgrades per contractual commitments.

Manage product deployments and release upgrades.

Manage assignment and performance of staff responsible for monitoring daily batch including on-call staff as necessary. Manage on-call pay for assigned staff as necessary.

Manage and prioritize support tickets, ensuring effective issue resolution and delegation to team members.

Advise team on whether certain activity is considered billable vs non-billable and review financials/invoices monthly.

Monitor performance metrics and customer service level agreements (SLAs) and ensure adherence to contractual commitments.

Prepare and present executive reports that provide production support metrics, SLA performance.

Analyse incident trends and implement preventive measures to reduce recurrence.

Coordinate with internal cloud services team to manage scheduled environment maintenance activities with proactive communication with clients as necessary.

Lead business unit product team to support the Cloud services team for Disaster Recovery testing.

Act as a point of escalation for critical problem issues and communicate status to stakeholders.

Foster a culture of continuous improvement within the team.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical support managementCustomer support operationsHelp desk ticketing systemsTechnical troubleshootingSaaS experienceCloud services collaborationProject management

Required

Minimum of 10 + years of technical support experience with experience managing a team of technical support personnel.

Excellent interpersonal and communication skills, with the ability to build and maintain relationships with stakeholders at all levels. Ability to effectively communicate technical information to non-technical individuals.

Experience in managing and leading a team, technical know-how in troubleshooting hardware and software systems, and ability to interact with cross-functional teams and stakeholders.

Ability to work well under pressure in a fast-paced environment.

Experience managing help desk ticketing systems.

Strong problem-solving skills and ability to manage multiple priorities simultaneously.

Strong leadership skills, previous experience managing and mentoring technical support teams, and customer-focused attitude are essential.

Excellent analytical and problem-solving skills, as well as the ability to manage multiple projects. This includes managing teams responsible for application upgrades.

Superior written, verbal, presentation, and analytical skills.

Superior problem-solving, issue resolution, negotiation, and diplomacy skills.

Demonstrable track record of successful leadership.