Global Support Leadership Position

2 weeks ago


San Jose, California, United States Cypress HCM Full time
Job Title: Sr. Manager, Global Support

Job Description:

As a key member of the Cypress HCM team, the Sr. Manager, Global Support will be responsible for leading and developing a team of technical support professionals. This role requires strong leadership and management skills, as well as the ability to manage multiple projects and priorities.

Responsibilities:
  • Lead and develop team members, managing projects and coordinating with cross-functional teams to resolve 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, coordinating with Customer Success Managers and Incident Support Managers as needed.
  • Create and maintain knowledge base articles, driving internal knowledge sharing and automating communications during major incidents.
  • Ensure technical resources are available for Sev1 calls and escalate issues when necessary.
  • Conduct audits on knowledge management, on-call rosters, and Root Cause Analysis for Sev1 incidents to manage major incidents effectively.
  • Provide periodic reports on major incident metrics, reviewing incidents for SLA compliance and tracking key performance indicators.
  • Support data collection efforts for process and knowledge improvements.
  • 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 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.

Work Schedule:
Must be able to be onsite 3 days per week.

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