Technical Support Manager

Riverbed. Empower the Experience Riverbed, the leader in AI observability, helps organizations optimize their user’s experiences by leveraging AI automation for the prevention, identification, and resolution of IT issues. With over 20 years of experience in data collection and AI and machine learning, Riverbed’s open and AI-powered observability platform and solutions optimize digital experiences and greatly improves IT efficiency. Riverbed also offers industry-leading Acceleration solutions that provide fast, agile, secure acceleration of any app, over any network, to users anywhere. Together with our thousands of market-leading customers globally – including 95% of the FORTUNE 100 – we are empowering next-generation digital experiences. Position Responsible for a team of Escalation Engineers delivering remote support to Riverbed customers and partners. Ability to work under pressure, often against contractual or customer driven expectation SLA’s, to ensure a ‘right eyes’ principle is delivered from within the team. Whilst the role is primarily managerial, the need for a strong technical understanding of leading IT technologies is essential. Demonstrable people, process and performance management experience is a requisite. Riverbed’s purpose is “Advancing the Human Experience in the Digital World”. This role will deliver that goal via the successful day-to-day management of a team of technical engineers delivering customer success to partners and customers of Riverbed. What you will do Day-to-day accountability of the assigned team Availability planning to ensure incoming customer issues are handled efficiently and effectively (right eye principle), within SLA Identify and plan both technical and soft skills training to develop the team and ensure technical capability is maintained Responsible for all aspects of employee/team performance and ensuring individual and team goals are achieved Escalation Management. Facilitate and coordination across all business units, driving issues to a satisfactory and timely resolution. Preparing customer communications that require management level ownership Input into the successful operation of the Global Technical Support team Identify problems and seek solutions. Recommend process and system enhancements that lead directly to continuous improvement of the operational effectiveness of Riverbed, the customer and the employee  Principle responsibilities include: People management: including regular one on ones, focal reviews, career and development planning and individual performance management Operational management: collaboration with the broader Global TAC Management team in daily tasks to include; availability management, queue management, ACD participation (management), case and backlog managementSituational management: customer success is measured by customer satisfaction; our ability to manage customer escalations directly impacts customer successChange advocate: identifying improvements to operational efficiencies and drive best practice collaboration with teams and departments, outside the immediate TAC organization What makes you an ideal candidate Analytical problem solving with the ability to apply clear, original and innovative thinking Prior experience leading remote technical support teams Demonstrable experience in communicating at all levels Experienced in work day systems (SFDC, CRM, ACD, reporting tools) Knowledgeable in ways to motivate a team of highly technical remote support engineers, monitor and identify opportunities to improve team performance What we offer Our employee benefits including flexible workplace policies, employee resource groups, learning and development resources, career progression pathways, and community engagement initiatives are some of the reasons why we have had great success in bringing in new talent. In addition, our global employee wellness programs are crafted to support the physical, emotional, and financial well-being of our employees.  Benefits & Perks vary by Country.  About Riverbed With a 20-year history of innovation, Riverbed is agile, yet proven, and we are disrupting the market with differentiated solutions that enable our customers to deliver secure, seamless digital experiences and accelerate enterprise performance While we are a ‘customer-first’ company, we are all about our people with a shared commitment to creating a global impact. We bring our best selves to work and pursue excellence, trust, and respect for one another. We welcome and encourage transparency and open communication throughout the company. We strive to be an inclusive, fair, and enjoyable workplace for our people globally and care about their wellbeing. We are committed to our people, partners, and customers while supporting the communities where we work and live. It’s the Power of WE that binds us together.