Responsibilities:- Lead, coach, and develop a team of technical support engineers to deliver high-quality support services to SolarWinds customers.- Manage the day-to-day operations of the technical support team, including workload distribution, performance monitoring, and resource allocation.- Collaborate with cross-functional teams, including product development and quality assurance, to escalate and resolve customer issues.- Develop and implement support processes… Show more Responsibilities:- Lead, coach, and develop a team of technical support engineers to deliver high-quality support services to SolarWinds customers.- Manage the day-to-day operations of the technical support team, including workload distribution, performance monitoring, and resource allocation.- Collaborate with cross-functional teams, including product development and quality assurance, to escalate and resolve customer issues.- Develop and implement support processes, procedures, and best practices to enhance the overall customer support experience.- Analyze support metrics and KPIs to identify trends, areas for improvement, and opportunities to optimize support operations. Show less

· Team Management· (KRA) Goal Setting & Review of Team Member performance· Mentoring Team Members· Backlog Management· Review commitments for team backlog from a technical / process perspective· Keep Track of the Team’s Performance by reviewing the statistics· Participate in weekly/bi-Weekly performance review meetings with the Manager· Escalation Management· Periodic communication, follow up… Show more · Team Management· (KRA) Goal Setting & Review of Team Member performance· Mentoring Team Members· Backlog Management· Review commitments for team backlog from a technical / process perspective· Keep Track of the Team’s Performance by reviewing the statistics· Participate in weekly/bi-Weekly performance review meetings with the Manager· Escalation Management· Periodic communication, follow up and close the loop of escalated cases with all stakeholders· Update the Skill Set Matrix Every Quarter reflecting the skill level of engineers Show less