Global Technical Solutions Manager
2 weeks ago
Job Summary
Cypress HCM is seeking a highly skilled Global Technical Solutions Manager to lead and develop our technical support team. This role will be responsible for managing projects, coordinating with cross-functional teams, and providing guidance to the product support team.
Key Responsibilities
- Lead and develop team members, managing projects, and coordinating with Engineering, Operations, and cross-functional management on high-priority technical issues.
- Handle customer calls, internal and external escalations, and provide guidance to the product support team.
- Prepare and share weekly and monthly reports, while coordinating support with Customer Success Managers (CSMs) and Incident Support Managers (ISMs) as needed.
- Create and maintain knowledge base articles, drive internal knowledge sharing, and automate communications during major incidents to keep stakeholders informed.
- Ensure appropriate technical resources are available for Sev1 calls and escalate issues when necessary.
- Conduct audits on knowledge management, on-call rosters, and Root Cause Analysis (RCA) for Sev1 incidents to manage major incidents effectively.
- Provide periodic reports on major incident metrics, reviewing incidents for SLA compliance, and tracking other key performance indicators (KPIs).
- Support data collection efforts for process and knowledge improvements.
- Bring a technical background with experience as a developer in any programming language, along with the ability to manage L1/L2 teams.
- Oversee team management, including training and conducting periodic performance reviews.
Requirements
- Bachelor's degree in a technical field ideal.
- 8-11 years of hands-on experience in a support role.
- Knowledge of the Accounts Payable (AP) domain is a plus.
- Strong problem-solving and technical troubleshooting skills to assist the support team in resolving customer issues.
- Must have experience interfacing with SaaS applications, databases, etc.
- Strong communication skills, comfortable interfacing with C-Level + external customers.
Compensation
$100,000 - $120,000
Must be able to be onsite 3 days per week
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