Senior Technical Support Manager
NetApp
Job Summary
The Senior Manager for Technical Support is an individual who leads and motivates employees to drive customer loyalty by evolving the support experience to exceed dynamic customer expectations.
This position requires a dynamic, hard-working and ambitious leader, who will push the boundaries of excellence and always look for ways to improve. The senior manager will be responsible for a team of senior escalation engineers, technical support managers and their extended teams.
They will establish and maintain lines of communication and escalation with Level 2 Technical Support teams on design, reliability, and maintenance issues. Additionally, they will ensure that engineers are current with the latest upgrades and/or new releases and may be involved in customer installation and training programs. The senior manager will select, develop, and evaluate personnel to ensure the efficient operation of the department.
This opportunity is based in Cork, Ireland, and the position reports to the Senior Director.
Job Requirements
-Managing many tasks for multiple large groups, a department or departments, or a function in the global geographic area.
-Ability to influence regional and global strategy and policy.
-Make data driven decisions that carry significant operational and/or financial impact.
-Ability to identify customer self-services and enablement opportunities.
-This individual must work effectively with Staff to Vice President and Customer Executive Levels
-Partner with engineering to identify product enhancements, advocate on behalf of Customers, to improve the overall Customer Experience
-Customer service experience working with customers in high stress or ambiguous situations on complex problems.
-An understanding of the product development cycle, technical requirements, and project management.
-Experience with, or overall understanding of:
Compute, Storage, Hardware
Networking (SAN/NAS) such as NFS, remote file sharing protocol, CIFS Windows remote file sharing, TCP/IP networking, RAID etc
Understanding of Cloud Services
Virtualization and Container Technology
-Experience with developing budgets and predicting project costs.
-Drive cross-functional collaboration, fostering community and mentorship.
-Exposure to AI-Powered technology and capabilities
Education
-BS/BA degree or equivalent related education/training/certifications and experience
-10+ years of applicable industry experience including a minimum of 5 years of people management experience with direct oversight of direct reports.
-Additional language skill ( German, French, Spanish, Italian, Hebrew) is an advantage.
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
Why NetApp?
In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world's biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favourite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.
If you want to help us build knowledge and solve big problems, let's talk.
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.