Senior Business Product Technical Support Manager

4 days ago


Irvine, California, United States TP-Link Systems Inc. Full time
Job Title: Senior Business Product Technical Support Manager

We are seeking a highly skilled and experienced Senior Business Product Technical Support Manager to join our US-Based Business Technical Support team at TP-Link Systems Inc.

Job Summary

The successful candidate will be responsible for leading our technical support team in the US market, providing expert-level technical support to our business customers, and driving the development and implementation of our technical support strategy.

Key Responsibilities
  • Lead the technical support team in the US market, providing guidance and support to ensure excellent customer service.
  • Develop and implement technical support strategies to meet the needs of our business customers.
  • Provide expert-level technical support to our business customers, resolving complex technical issues and improving customer satisfaction.
  • Collaborate with cross-functional teams, including R&D, testing, product, marketing, and customer service, to drive product problem solutions and improve customer experience.
  • Develop and implement OKRs for the US Technical Support team, ensuring alignment with business objectives.
  • Recruit, train, and manage the US technical support team, ensuring they have the necessary skills and knowledge to provide excellent customer service.
Requirements
  • 5+ years of experience in business customer technical support team management.
  • 3+ years of experience in network management/support practice.
  • Expert-level knowledge of Wired and Wireless Networking (TCP/IP, DHCP, DNS, IGMP, 802.1X) and common networking features (VPN, 802.1Q VLAN, VoIP, Multicast, Centralized Network Management).
  • Excellent cross-team communication and leadership skills, collaborative and creative.
  • Ability to work under a high level of pressure and acceptance to deal with emergencies out of hours when necessary.
Preferred Skills
  • Networking certifications (CCNA/CWNA/ACNT/CCNP/CCIE/Etc.)
Benefits

Salary: $120K - $140K annually + Bonus

TP-Link Systems Inc. is an Equal Opportunity and Affirmative Action Employer M/F/D/V.



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