Rocket Software Looking for Manager, Technical Support Engineering at Pune, Maharashtra Full Time

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

Job Description Summary:
The Manager of Technical Support Engineering is a people focused and driven technical support manager who will help the organization achieve service excellence in a fast-paced support organization by delivering technical support services across Rocket’s customers and partners. Responsible for growing, developing, managing, and leading a team of Technical Support Engineers and/or Technical Support Technicians who support multiple products, to achieve team goals and continuous improvement of the function.

Essential Duties and Responsibilities:
Lead, motivate, and support multiple teams of highly skilled TSEs who may be SMEs in areas outside of direct area of expertise

Prioritize, schedule, and assign service requests to lower level TST and TSEs.

Responsible for overseeing the handling and administration of cases in general

Provide coaching in troubleshooting techniques. May participate in the facilitation of complex issue resolution beyond the product subject matter

Point of escalation in response to customer satisfaction issues in support of team members

Assist other support engineers at different levels in troubleshooting collaboration

Develop areas of understanding with Rocket Software products and vocabulary

Create a positive customer support experience and build strong relationships through communication, problem understanding, and timely resolutions

Follow processes and operational policies, participate in methods and techniques for obtaining solutions

Establish trusted relationships with other TSE supervisors and team leaders

Responsible for employee performance management including performance reviews

Provides day-to-day coaching, and discipline

Act as an advisor to direct reports to meet schedules and/or resolve technical problems

Has input into/manages a budget

Develop, establish, and administer project schedules and timelines, workplans, and performance requirements; holds staff accountable to those timelines/requirements

Interpret, analyze, drive, and manage to metrics to measure and achieve team performance goals

Recruit, hire and retain quality employees

Ability to review and revise current processes and create new ones to improve overall support of Rocket products

Relies on experience and judgment to manage their group, create and manage departmental processes, and accomplish goals

Accountable for team results

Collaborate with Product Development Managers

Required Qualifications:
8+ Years of experience in Technical Support

3+ years of experience in Technical Support as a team lead or supervisor

Available for some after hours, weekend and/or holiday work

Strong leadership skills

A passion for developing talent, coaching others, and leading a team to success

Excellent communication and strong interpersonal skills

Ability to prioritize tasks based on multiple inputs

High level of organization to management multiple support processes and team of support engineers

Experience with Rocket Software Inc. Products

Possess fantastic interpersonal skills

Attention to detail

Highly self- motivated

Senior level technical troubleshooting skills

Education:
Bachelor of Science degree preferred

Travel Requirements:

Information Security:
Information security is everyone’s responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity:
At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.

Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to [email protected]. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

#LI-Remote

If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!