EMEA Manager, Technical Support

Job Locations GB-Bracknell
Req No.
2018-4354
Category
Tech Support

Company Overview

Riverbed solutions help companies transition from legacy hardware to a new software-defined and cloud-centric approach to networking and application delivery for the digital age. The Riverbed Application Performance Platform™ takes Riverbed’s SD-WAN solution for agile networking that really works, and adds to this digital backbone industry-leading solutions for WAN optimization and hybrid networking, for branch IT orchestration, and for end-to-end visibility from device to cloud. All these solutions are integrated in a flexible, modular, digital architecture that delivers any apps, data and services from any public or private cloud across any network to any end-point, with the best possible user experience as determined by business policy.

 

Riverbed is a pre-IPO opportunity with over $1 billion in revenue headquartered in San Francisco with branch offices around the globe.

About this Position

The Manager of Technical Support is responsible for a team of Escalation Engineers that deliver post-sales support to Riverbed end customers and partners. This role requires the ability to work well under pressure and to function in both a technical and managerial capacity. The candidate will need a solid understanding of leading IT technologies. Equally important are people skills and experience managing highly technical resources.

 

The purpose of this role is to drive and achieve the highest levels of satisfaction both externally, across Riverbed’s customer and partner install base, and internally with our employees.

 

The Technical Support Manager will:

  • Be highly organised and process driven
  • Participate in the day to day management of the global TAC operation, from: planning activities through to ensuring that incoming customer issues are handled efficiently and effectively.
  • Maintain a pulse on all aspects of employee/team performance and customer service and ensuring that team goals are met.
  • Be the front line for customer communications that require management level attention and facilitate coordination across all business units, driving issues to a satisfactory and timely resolution.
  • Identify trends and recommend process and systems enhancements to support leadership that lend directly to continuous improvement of the operational effectiveness of the organisation and customer and employee satisfaction.

Principal Responsibilities: - 

 

  • People management, including regular one on ones, career planning, annual focal reviews.
  • Manage a team that supports end users and partners
  • Collaboration with the broader Global TAC Management team in daily operational management of the TAC organization including for example; monitoring incoming case queue; ACD participation; case and backlog management, etc.
  • Situational management of customer escalations.
  • Advocate of change that delivers improved operational efficiencies and drives best practice.
  • Active collaboration with account and field teams as well as other business units as required

 

About Riverbed

If you are a high-achiever who wants to be part of a dynamically growing, billion dollar plus company, then you should look closely at Riverbed.  We offer the rewarding experience of working with the best minds in the industry that are changing the world through cutting edge technology and applications. The company has been recognized multiple years for attracting and retaining today’s top talent as a great place to work by Glassdoor, Fortune magazine’s 20 Great Workplaces in Tech and by numerous other publications.

 

Learn more at www.riverbed.com/Solutions 

 

Riverbed is proud to be an affirmative action (AA) and equal employment opportunities (EEO) employer.  All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

 

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