Software Support Engineering Manager
3 weeks ago
We are looking for a technical manager with experience managing software engineering support team or equivalent and a track record of driving projects to improve software development/business/customer service support-related processes and the technical support experience. A successful candidate will be an experienced technical manager who is willing to take on a challenging space, has a strong metrics focus, has strong customer focus and ability to lead technical teams and loves a fast-paced environment. If you fit the profile we would love to talk to you.
Responsibilities include direct management of a team of 6-9 support engineers, process and service improvements, monitor and improve day-to-day operational efficiency, planning, some project management for software within the team, enhancing and maintaining a best-of-class engineering team, and management of resources across teams. The role also involves driving smaller scope development projects and building custom tools.
BASIC QUALIFICATIONS
- Bachelor's/ Master's degree in Computer Science, Engineering or related technical field- 5+ years of People Management, Program Management, Support engineering experience in related field.
- Customer-centric orientation as evidenced by the quality and efficacy of products, services, and support delivered.
- A creative problem solver who proactively seeks out system/process improvements in support of his/her customers
- Strong understanding of technology and product design and architecture
- Strong program/Project management skills working across teams and stakeholders
- Proven ability to manage multiple, competing priorities simultaneously
- Strong sense of ownership, urgency, and drive
PREFERRED QUALIFICATIONS
- Experience in managing/supporting large-scale highly available and distributed systems- Technical Skills - Programming Languages (Java/Python/Ruby, etc.), Web technologies, Cloud/AWS
- Proven track record of troubleshooting, simplifying, operational excellence and a focus on automation
- Agile Principles, Values, and Practices
- Good data mining and analytical skills as well as proven process management skills.
Our inclusive culture empowers Amazonians to deliver the best results for our customers.
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