Manager Technical Support T3/T4

at SolarWinds (View all jobs)

Bangalore, India

Req ID: 201623

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!

We are seeking a skilled Support Manager ( level 3/4) who has expertise in reviewing code to lead our teaching support team. This role has managerial leadership with deep technical knowledge to ensure the resolution of complex issues, efficient support operations, and providing high-quality customer support experience. The ideal candidate should have a strong background in troubleshooting, and team management, including code analysis and review.

Your Impact

Technical Leadership:

  • Analyze code to identify possible issues and root causes.
  • Review team backlog and help reduce the same by providing the next course of action and troubleshooting to team members.
  • Handle customer escalations and drive them to closure
  • Perform Analysis on Customer escalations, and complaints and give corrective action and guidance to team members.

Support Management:

  • Led and managed the Level 3 support team, ensuring timely and effective resolution of escalated technical issues.
  • Act as the escalation point for critical incidents, providing advanced troubleshooting and root cause analysis.
  • Collaborate with cross-functional teams, including development, QA, and DevOps, to address systemic issues and implement long-term solutions.
  • Maintain and improve knowledge base articles and documentation for recurring issues and solutions.

Process Management:

  • Check for similar patterns in customer cases and work to improve the support process and reduce the volume of support requests.
  • Develop and implement metrics to measure team performance and issue resolution efficiency.
  • Drive automation initiatives for repetitive tasks to optimize support processes.
  • Identify bottlenecks in the current process and implement changes for better customer experience.

Team Management:

  • Mentor and coach team members to enhance their skills technically which will help improve their problem-solving skills.
  • Build a team culture that will boost team morale and increase team productivity.
  • Mentor the team to guide them towards the success of company goals by also focusing on key values.

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