Senior Technical Support Manager - Envysion (Hybrid)
Motorola Solutions•Allen, CO
•$105,000 - $115,000•Hybrid
About The Position
We are seeking a Senior Technical Support Manager for the Envysion product line to serve as a strategic leader within our support organization. In this role, you will empower a high-performing team to deliver exceptional service while scaling internal operations. You will act as a strategist who views support as a vital component of the product lifecycle, serving as the bridge between technical support and cross-functional teams to help ensure the voice of the customer directly influences our product roadmap.
Requirements
- 4+ Years experience as a Technical Support leader or people manager
- High School Diploma
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
- Support Methodologies to drive rollout of Knowledge-Centered Support (KCS) across an organization
- Software Quality Tracking to collaborate with Product and Engineering teams on quality initiatives
- Executive Communication to effectively report support health metrics and customer trends to senior leadership
- Operational Execution to prioritize tasks, maintain deadlines, and manage shifting priorities in a dynamic environment
- Cross-Functional Collaboration to influence product roadmaps and lead team training programs
Nice To Haves
- Bachelor's degree or equivalent practical experience
- Background in operations management
- History of delivering results and maintaining performance excellence
Responsibilities
- Oversee team operations and report key support health metrics to senior leadership
- Integrate forward-looking support methodologies like Knowledge-Centered Support, Collaborative Support, and Community Engagement
- Act as the executive point of contact for customer satisfaction trends and business operational health
- Serve as the final escalation point for client and internal technical support issues
- Partner with Product and Engineering teams to establish software quality tracking programs
- Drive cross-functional and new product training programs for support team members
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
