Manager, Technical Support - Mexico City - Hybrid

At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to   eliminate   security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.     We are seeking a   Technical Support Manager   to lead a team of Technical Support Engineers dedicated to providing post-sales support to Gigamon end users and partners. This   in-office position   is based in Mexico City   and requires a strong ability to manage both technical and managerial tasks while working effectively under pressure. You will play a crucial role in   maintaining   high customer satisfaction levels across Gigamon’s   install   base and fostering employee satisfaction within the team.     What   You’ll   Do:  
- Manage support teams in Mexico, providing   24/7/365   support to global customers and partners.
- Ensure a best-in-class customer experience through consistent responsiveness and monitoring.
- Develop and  maintain   operational metrics for the support organization, focusing on case management, knowledge sharing, and quality of escalations.
- Conduct people management activities, including regular one-on-ones, career planning, and annual focal reviews.
- Oversee customer escalations, ensuring effective situational management and communication with the leadership team on progress and plans.
- Collaborate actively with sales, product management, engineering, and other business units as  required .
- Utilize analytical problem-solving skills to apply innovative thinking and drive continuous improvement in customer experience.
- Manage customer escalations and communications effectively,  demonstrating   account and project management skills.
- Research relevant subjects to enhance knowledge and support the commitment to continuous improvement.
What   You’ve   Done:  
- 8+ years   of experience in a customer support role, ideally in a technical support   capacity (of which 0-2 years are in a people management position).
- Bachelor’s degree in   Computer Science   or   Engineering   preferred.
- Proven experience managing a team of over   5 direct reports   in a technical support environment.
- Familiarity with tools such as   CRM, Knowledge Base , and   ACD systems .
- High level   of oral and written communication skills, with a focus on escalations management and project coordination.
Who You Are:  
- A strong leader who fosters a culture of customer and employee satisfaction within the team
- Analytical and innovative thinker with a track record of solving complex problems.
- Excellent communicator who can effectively collaborate with cross-functional teams.
- Committed to continuous improvement and capable of driving operational excellence.
- Enthusiastic about building a diverse and inclusive work environment, welcoming candidates from all backgrounds.

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