Samsung Senior Technical Support Manager

2020 Companies•Plano, TX

6d•Onsite

About The Position

2020 Companies seeks a full-time Samsung Senior Technical Support Manager professional to represent our client, Samsung Electronics America. This role provides advanced technical support for enterprise customers, helping them resolve complex issues while delivering an exceptional customer experience. The manager will serve as the primary technical resource for enterprise clients, troubleshooting mobile devices, Mobile Device Management (MDM) platforms, enterprise networks, email systems, and other integrated technologies. Collaboration with customers, Samsung teams, headquarters, wireless carriers, and third-party partners is essential to investigate complex issues, identify root causes, manage escalations, and ensure timely resolution within service level agreements (SLAs). The role also contributes to operational improvements, technical documentation, reporting, and major incident management, while mentoring team members and supporting critical customer environments.

Requirements

Bachelor's Degree or 10 years of technical support experience is required.
Prior experience in a telecommunications environment required, with specific focus on mobile device services and support (smartphones and tablets).
Knowledge and experience with MDMs/EMMs is preferred (SOTI, Blackberry, AirWatch, MobileIron, MaaS360, MS Intune, Knox).
Strong foundation and understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/ActiveSync/Exchange/O365).
Sound understanding of mobile platforms, device manufacturers, mobile browsers, and device management.
Solid foundation and understanding of basic enterprise server administration (Windows/AD/LDAP/DNS/DC).
Strong foundation and understanding of basic network functions, standards, and protocols (TCP/IP/WiFi/VPN/LAN/WAN).
Solid understanding of emerging technologies, standards, and best practices for mobile development.
Thorough knowledge and experience in different mobile development platforms including (BB, iOS, Android, et al).
Strong analytical, problem-solving, and technical skills with a high attention to detail and the ability to understand complex workflow systems.
Deep understanding of processes and methods to troubleshoot customer issues and drive timely resolution of issues.
Solid understanding of mobile email message flow.
Must be comfortable working in stressful situations and navigating the organization effectively.
Strong written and verbal communication skills.
Proficient in handling the most complex technical support issues, including, but not limited to, devices, wireless carriers, internet, and IT infrastructure (MDM, Mail Systems, Network).
Be identified as a subject matter expert (SME) on any (or multiple) of the Samsung supported technologies.
Proficient in MS Excel to create reports, manipulate data, and present to upper management.
Consistently create technically advanced documentation on all resolved issues and share this knowledge with the rest of the team members.

Nice To Haves

Technical degree preferred.

Responsibilities

Assisting enterprise customers with day-to-day activities.
Providing advanced technical support and troubleshooting on mobile products.
Serving as the primary interface between customers, internal, and third-party escalation teams.
Investigating complex, multi-faceted issues involving MDMs, Enterprise Networks, Mail Systems, and other 3rd party products.
Analyzing data, logs, and testing results to help identify root cause.
Evaluating issues from multiple angles and integrating data inputs to develop corrective actions while driving issues to resolution within the required SLAs.
Providing advanced troubleshooting over the phone, via web conferencing, or in-person.
Logging and tracking all issues in the Samsung ticketing system.
Engaging and escalating to other advanced technical support teams when necessary.
Providing regular activity reports, post-mortem, and other ad hoc reports.
Driving improvements in operational capabilities, troubleshooting, and other customer service functions.
Developing and mentoring junior team members by assessing strengths, creating plans to address deficiencies, and setting goals.
Managing internal technical projects, creating timelines, and meeting deadlines.
Creating and maintaining relationships across other Samsung business groups to facilitate issue resolution, increase technical knowledge, or further increase team effectiveness.
Taking technical escalations, determining root cause, or effectively communicating next steps to Senior Technical Specialists until full resolution is provided or a workaround is in place.
Acting as the Major Incident Manager, accountable for general procedures management, identifying appropriate technical groups/resources, and keeping the customer informed about the progress of the case.
Being available for on-call rotation.