Associate Manager - Technical Support Engineering at Gomotive

Gomotive

Remote - Islamabad & Lahore·1w ago

ManagerFull-timeAI

Salary Range

$163,200 - $220,800 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

Motive is seeking an experienced Associate Manager of Technical Support to join their Global Technical Support organization. This role involves leading a team of technical field engineers and managing strategic projects.

Key Responsibilities

→Provide day-to-day management for direct reports, ensuring they meet performance objectives
→Set team goals aligned with Technical Support objectives and help direct reports define individual goals
→Advocate for customers and contribute to the customer experience
→Collaborate with product and development teams to resolve core product issues
→Partner with support operations and delivery teams to identify and report trends
→Build and improve internal reporting processes to optimize team productivity
→Serve as the escalation point for high-priority support cases
→Deliver strategic projects on time
→Report metrics and case management updates to Technical Support Manager and Director
→Speak with customers for escalated inquiries to minimize churn
→Provide feedback to Product and Engineering teams
→Contribute to the knowledge base and documentation
→Share responsibility for Manager On-Call duties