AppD SaaS Support Engineering
2 tygodni temu
Location:
Krakow, Poland
Area of Interest
Job Type
Professional
Software Development
Job Id
About the Role
As the Regional Manager EMEA Support, you will work in tandem with your EMEA counterparts as well as with key members of the broader AppDynamics Customer Experience (CX) organization to ensure our customers receive best in class support. You will exemplify these traits
● Trust - We are one team, we trust and help each other and we celebrate our successes
● Empathy - We connect to customers, colleagues and partners at the human level and strive to understand their perspective. We excel at communicating with them.
● Technologists - We love technology and learn continuously.
● Problem solvers - We listen to our customers with curiosity and understand their business problem. We systematically and relentlessly pursue the true root cause of each issue and provide sustainable solutions.
Key responsibilities (What Do You Do?)
1. Manage a rapidly growing team of Support Engineers and technical leads, which provides best-in class multi-channel technical support to our enterprise customers.
2. Hire, develop, and retain the best talent in the industry. Be deeply vested in the success of every member of the Support organization, providing opportunities for development while ensuring accountability to each other as well as to our customers.
3. Synergize with peer Support Engineering Managers in EMEA other Geo locations to deliver a seamless world class experience to our customers.
4. Build positive, strong working relationships with Sales by articulating the value of AppDynamics Customer Experience and Support in particular and being a champion for the organization.
5. Maintain relationships with Customer Success, Professional Services and other key stakeholders within AppDynamics.
6. Act as an escalation point for support issues within EMEA and - as needed - manage the relationship with escalated accounts.
7. Lead, supervise, and oversee internal projects for support team to improve, grow, and optimize the support organization, including continuous improvement and a lessons learned processes
8. Define vision, set and communicate team goals, strategy, tactics and behaviours required to achieve those goals and operational KPIs. Foster a culture of accountability and continuous improvement in the teams.
Critical Experiences (What experiences do you need?)
● Degree in Computer Science or similar technical field or in business disciplines
● 10+ years of technical support management experience in an enterprise software company (of which 5+ for a SaaS vendor) with demonstrated expertise in customer facing roles.
● 5+ years of people management experience leading engineers and/or technical/engineering support staff, including managing highly distributed teams.
● Excellent customer interaction and presentation skills (ability to present to different audiences, bring the message across in a concise, professional manner and instil confidence)
● Innate ability to methodically get to the root of problems and data-driven decision making.
● Knowledge of development methodologies and familiarity in at least one of the following domains and not limited to
o Java
o .NET
o NodeJS
● Distributed Architecture and Cloud-based applications
● Experience and familiarity with AppDynamics or other APM tools is a plus
● Strong command of the English language (written and spoken) with each additional language a plus
● Willingness to work outside standard business hours when situations arise and able to travel to other locations and customer sites on occasion.
Message to applicants applying to work in the U.S. and/or Canada:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
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