Technical Support Operations Manager

** - Work collaboratively with cross-functional teams to ensure an exceptional customer experience. - Hire, onboard, coach, and develop the best support engineers in the industry. - Drive customer escalations to resolution by leading and engaging with customers directly. - Manage the overall health of the case queue and phone coverage. - Identify and manage support metrics, reporting tools, tracking tools, and infrastructure to ensure all department activities are process-driven. - Participate in the weekend coverage rotation to assist with high-priority and global outages. **

** - BS Degree in a technical curriculum or equivalent. - 6+ years of experience successfully leading a customer support team. - Proven track record of managing top talent and fostering their growth. - Ability to create a team environment with high employee retention, strong job satisfaction, and successful career growth. - Self-direct, multi-task, and prioritize job requirements. - Strong knowledge of customer relationship management. - Excellent verbal, written, and interpersonal communication skills. - Knowledge of security platforms, email protection, cloud services, software as a service (SaaS). - Flexible working evening and weekend shifts, participate in on-call support 24x7 rotation as assigned. Persistent offers a competitive salary and benefits package, a culture focused on talent development, opportunities to work with cutting-edge technologies, employee engagement initiatives, annual health check-ups, and insurance coverage for self, spouse, children, and parents. Persistent is dedicated to fostering diversity and inclusion in the workplace. They support hybrid work, flexible hours, and have an accessibility-friendly office environment with ergonomic setups and assistive technologies for employees with physical disabilities. Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.