Global Support Manager

2 weeks ago


San Jose, California, United States Cypress HCM Full time

Job Summary

Cypress HCM is seeking a highly skilled Global Support Manager to lead our support team and drive technical excellence. 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

  • 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, coordinating support with Customer Success Managers (CSMs) and Incident Support Managers (ISMs) as needed.
  • Create and maintain knowledge base articles, driving internal knowledge sharing, and automating 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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