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Global Support Manager

2 months ago

San Jose, California, United States Cypress HCM Full time
Job Overview

Cypress HCM is seeking a highly skilled Global Support Manager to lead our support team. As a key member of our organization, you will be responsible for managing projects, coordinating with cross-functional teams, and providing guidance to the product support team.

Key Responsibilities
  • Team Management: Lead and develop team members, manage projects, and coordinate with Engineering, Operations, and cross-functional management on high-priority technical issues.
  • Customer Support: Handle customer calls, internal and external escalations, and provide guidance to the product support team.
  • Reporting and Analysis: Prepare and share weekly and monthly reports, while coordinating support with Customer Success Managers (CSMs) and Incident Support Managers (ISMs) as needed.
  • Knowledge Management: Create and maintain knowledge base articles, drive internal knowledge sharing, and automate communications during major incidents to keep stakeholders informed.
  • Technical Resources: Ensure appropriate technical resources are available for Sev1 calls and escalate issues when necessary.
  • Incident Management: Conduct audits on knowledge management, on-call rosters, and Root Cause Analysis (RCA) for Sev1 incidents to manage major incidents effectively.
  • Performance Metrics: Provide periodic reports on major incident metrics, review incidents for SLA compliance, and track other key performance indicators (KPIs).
  • Process Improvement: Support data collection efforts for process and knowledge improvements.
  • Team Development: Oversee team management, including training and conducting periodic performance reviews.
Requirements
  • Education: Bachelor's degree in a technical field ideal.
  • Experience: 8-11 years of hands-on experience in a support role.
  • Skills: Strong problem-solving and technical troubleshooting skills, knowledge of the Accounts Payable (AP) domain a plus, experience interfacing with SaaS applications, databases, etc.
  • Communication: Strong communication skills, comfortable interfacing with C-Level + external customers.
Compensation
  • $100,000 - $120,000

Cypress HCM offers a competitive salary and benefits package. The ideal candidate will be able to work onsite 3 days per week.