Senior Manager, Technical Support

Manila, Philippines

Req ID: 200404

At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, Partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.

The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!

Your Role:

We are actively looking for a Senior Technical Support Manager who is driven by results and possesses the expertise to lead our technical support team. This role plays a critical function in ensuring exceptional customer support and enhancing overall customer satisfaction.

Key Responsibilities:

Collaborate closely with Sales, Renewals, and Customer Success teams to proactively address support issues that may impact customer satisfaction and retention.
Effectively manage and resolve escalations from Sales, Customer Success, and Renewals, ensuring successful customer outcomes and identifying opportunities for cross-selling and renewals.
Continuously monitor and analyze trending escalated issues to raise awareness and implement resolutions, thereby reducing future cases and escalations.
Lead and mentor support managers and team leads through regular 1:1 meetings, performance reviews, and coaching sessions.
Monitor compliance with support management playbook, including KCS Coaching, weekly sync-ups, and 1:1 sessions.
Conduct regular reviews of regional leads, fostering creativity and critical thinking to enhance support lead quality.
Provide guidance and support for executive and high-end deal escalations, coordinating necessary resources for issue resolution.
Drive initiatives and process improvements related to case handling and management to enhance efficiency.
Collaborate with Managers and KCS Leads to promote, develop, and innovate new ways to improve Knowledge-Centered Service (KCS) structure and processes.
Actively engage with Quality and Training teams through regular calibration sessions to maintain and improve service quality.

Qualifications:

Bachelor's degree in a relevant field (preferred).
Proven experience as a Senior Technical Support Manager or similar role.
Strong analytical, organizational, and problem-solving skills.
Excellent leadership and team management abilities.
Customer-focused mindset with a passion for delivering exceptional service.
Ability to collaborate cross-functionally with Sales, Customer Success, and other departments.
Knowledge of industry-standard support metrics (TTR, CSAT, FCR, etc.).
Innovative thinking and a commitment to process improvement.
Exceptional communication and interpersonal skills.

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice