Technical Support Manager

Overview 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 Technical Support Manager to join our technical support team. This role will be partof the team supporting global customers. If you have an application support background, experiencein providing exceptional customer and channel partners support, and want an opportunity to be onthe front line of a rapidly growing company. You will love working in an energetic organization, where we focus on developing talents and passion to help our customers achieve greater heights. This position is responsible for managing a team of technical support professionals. As the successful candidate you will manage staff development through regular feedback, monitoring and appraisals as well as the day-to-day duties of each team member; ensuring that each customer interaction is exceeding customer and company expectations. Responsibilities Coach and guide team members through a defined performance management process. Manage all incoming and outgoing customer contacts to ensure quality standards are exceeded. Responsible for developing and tracking individual training and professional development plans. Responsible for developing corrective improvement plans based on customer arrival patterns and ensuring all service levels are met or exceeded. Continuous review of all processes to ensure we are leveraging the most efficient way to do business. Contact point for internal and external customer requests for escalation. Assists with the development of priorities, objectives and strategies to achieve business goals. Qualifications B.S. in Computer Science or equivalent experience. Minimum of 5 -7 years of applicable software support experience. Minimum of 3 – 5 years of applicable managerial experience in a high contact or specialized support environment. Excellent customer service skills. Advanced proficiency with Microsoft Word, Excel, and PowerPoint. Must have excellent written and spoken English. Proven ability to do the following: Build, motivate a team of highly trained support professionals. Analyze, understand and respond to daily support metrics. Make adjustments and change course rapidly. Provide expertise and best practice implementation. Adapt to changing business issues and requirements. Recognize top talent and to retain current top performers. Work and communicate with offsite Geo managers to ensure consistent approach to support team processes and practices. Extremely strong ability to cross communicate between sales, renewal, customer success managers and engineering teams at all levels. Manager needs to be very approachable and have the people skills to reach both internal engineers and customers. Professional certifications are a plus: Network+, CCENT, CCNA, MCSE, etc. Bachelor’s degree in Information Technology or equivalent education and/or work experience