Regional Support Engineering Manager

3 dni temu

Kraków, Lesser Poland Cisco Pełny etat

About the Role



As the Regional Manager EMEA Support, you will collaborate with EMEA counterparts and key members of the broader AppDynamics Customer Experience (CX) organization to deliver best-in-class support to our customers.



This role requires a leader who embodies our company values: Trust, Empathy, Technologists, and Problem Solvers.



Key responsibilities include:





  • Managing a rapidly growing team of Support Engineers and technical leads, providing multi-channel technical support to our enterprise customers.

  • Hiring, developing, and retaining top talent, fostering a culture of accountability and continuous improvement.

  • Collaborating with peer Support Engineering Managers to deliver a seamless world-class experience to our customers.

  • Building strong relationships with Sales, articulating the value of AppDynamics Customer Experience and Support.

  • Maintaining relationships with Customer Success, Professional Services, and other key stakeholders within AppDynamics.

  • Acting as an escalation point for support issues within EMEA and managing escalated accounts as needed.

  • Leading internal projects to improve, grow, and optimize the support organization, including continuous improvement and lessons learned processes.

  • Defining vision, setting, and communicating team goals, strategy, tactics, and behaviors required to achieve those goals and operational KPIs.



Critical Experiences



The ideal candidate will have:





  • A degree in Computer Science or a similar technical field or business disciplines.

  • 10+ years of technical support management experience in an enterprise software company (5+ years 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, with the ability to present to different audiences, bring the message across in a concise, professional manner, and instill confidence.

  • An innate ability to methodically get to the root of problems and drive data-driven decision making.

  • Knowledge of development methodologies and familiarity with at least one of the following domains: Java, .NET, NodeJS, or JavaScript.

  • Distributed Architecture and Cloud-based applications.

  • Experience and familiarity with AppDynamics or other APM tools is a plus.

  • A 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.



About Cisco



Cisco is a leader in the technology industry, and we are excited to have you join our team.



How to Apply



If you are a motivated individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this role.



Please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity.

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