Manager - Support Engineering

cloud software group

20h

About The Position

As a Manager for our Advanced Support Engineering team, you will be a key leader in driving the success of our Enterprise Support organization. Your primary responsibility is to provide high-level support and guidance to your team of Advanced Support Engineers, who are on the front lines of remediating highly visible, production-down incidents as well as complex technical cases that require development engagement. You will empower your team to effectively manage critical customer situations, reduce environmental risks, and maximize the value of Citrix products. This role requires a strong leader with a deep understanding of our product portfolio, exceptional communication skills, and the ability to mentor and develop a high-performing team. Your leadership will be instrumental in building customer trust and ensuring a high standard of service delivery.

Requirements

• Proven Leadership Experience: A demonstrated ability to lead, motivate, and manage a team in a fast-paced, high-pressure environment.
• Typically requires a University Degree or equivalent experience and minimum 7 years prior relevant experience.
• Incident Management Expertise: Extensive experience in a critical incident or crisis management role, with a solid understanding of incident response principles.
• Technical Acumen: A proficient and comprehensive understanding of the Citrix product portfolio is essential to guide your team and make sound decisions.
• Exceptional Communication: Superior written and verbal communication skills are non-negotiable for this role, as you will be communicating at both a technical and executive level.
• Strategic Thinking: The ability to think strategically about customer risk, team development, and process improvement to drive long-term success.

Responsibilities

• Team Leadership and Development: Manage, mentor, and coach a team of Advanced Support Engineers. Conduct regular performance reviews and provide continuous feedback to foster professional growth and expertise. Be accountable for Team Key Performance Indicators of critical success metrics that drive positive customer outcomes through leading and lagging measures
• Incident Oversight: Provide strategic oversight and guidance during major incidents. You will act as a senior escalation point for your team, ensuring they have the support and resources needed to successfully remediate complex customer issues.
• Strategic Planning: Develop and refine training, processes, and best practices. Work to continuously improve the team's efficiency and effectiveness in handling high-impact situations.
• Executive Communication: Be prepared to lead and participate in high-stakes business discussions. This includes communicating incident status, resolution plans, and risk mitigation strategies to senior leadership and key stakeholders.
• Cross-Functional Collaboration: Partner with leadership across Support, Sales, and Product Engineering to ensure a coordinated approach to customer challenges and to drive improvements in our products and services.
• Customer Relationship Management: Maintain a strong focus on customer satisfaction and trust. You will work with your team to ensure every customer engagement is a positive one, even under the most challenging circumstances.
• Availability: This role may require periodic engagement or coverage during late hours or weekends for critical issues.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees