Director Technical Support
CurrentOversee and Lead Global Technical Teams: Manage and support Tier 2 and Tier 3 technical support teams across the US and Mexico, ensuring alignment with company goals and maintaining high-performance standards.Optimize Case Management and KPIs: Enforce key performance indicators (KPIs) to streamline case resolution processes, significantly reducing resolution times while maintaining the highest quality of service.Collaborate with R&D and Product Teams: Actively partner with Research & Development and Product teams to drive cross-functional initiatives that enhance customer satisfaction and product performance.Foster Technical Enablement and Growth: Champion the professional development of technical teams through tailored enablement programs and growth plans, ensuring continuous learning and skill advancement.Mentor Emerging Leaders: Provide guidance and mentorship to new managers, equipping them with the skills and knowledge necessary for successful team leadership.Hands-On Technical Expertise: Engage directly in troubleshooting complex technical issues, with expertise in Linux, Networking, SQL, Docker, AWS, and Web technologies.
