Manager, Technical Support - 11750

What You’ll Do

Manage a team of support engineers that are located in Japan.

Partner with key internal constituents on behalf of the customer.

Manage the daily operations of the team members, including performance, schedules, case and phone routing and coverage, out of office coordination, hiring, etc.

Manage support level and customer success metrics; ensure the support SLAs are being met and exceeded.

Manage a team of highly skilled engineers to handle daily case volume and major customer escalations.

Hire, develop and evaluate personnel to ensure an efficient business operation.

Coordinate with other Customer Support Managers to ensure optimal allocation of resources across overall caseload demand.

Manage the communication of new or recurring problems to product management, product development, customer facing employees, and customers.

Conduct regular 1:1 meetings and formal reviews with team members to monitor progress, to set expectations and to coach and develop employee skills.

Receive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolution.

Identify and implement changes to methods, processes, systems and technologies to improve operational metrics.

Ensure team has access to tools, methodologies and any resources needed.

Collaborate closely with peer managers as part of a global team to ensure regional goals are met.

Have a working knowledge of managing in a SaaS environment.

What You Will Bring to Coupa

Bachelor’s degree in Computer Science or Business Management with technical focus.

5+ years experience working in critical support operations.

4+ years in support management or support operations lead position, ideally managing developer support resources.

Outstanding written and verbal communication skills.

Experience supporting global customers.

Knowledge of software development methodologies, development life-cycles, and use of development tools in a support capacity.

Ability to manage a team of engineers through technical escalations efficiently and appropriately.

Ability to effectively work within tight schedules and fast paced environment.

Ability to attract, hire and retain high-performing support professionals.

Ability to be creative and innovative. Discover and lead projects where value can be added to a global organization.