Manager, Technical Support

Manager, Technical Support (Philippines)

Power Factors seeks a Manager in Technical Support Operations in the Customer Support department. You will report to the Director, Technical Support and serve as an internal escalation subject matter expert. Our technical support resolves platform issues, data flows, networking, communication failures, and KPI calculations for customer assets. This role oversees the technical support team to ensure efficient operations and outstanding customer service within our 24/7 Global Support Team. It also involves managing support processes, enhancing team performance, documentation preparation, and maintaining a high standard of technical issue resolution. You will manage a small team of technical support specialists.

WHAT YOU WILL BE DOING

• Lead and manage a team of Technical Support specialists. Provide guidance, training, and mentorship to ensure excellent customer service and technical expertise; cultivate a positive work environment, strengthen teamwork, and knowledge sharing for professional development and function.
• Collaborate with your team to troubleshoot and resolve complex technical issues related to Power Factors’ products and services. Analyze problems, identify root causes, implement solutions, and incorporate best practices aligned with the Product roadmap and technology considerations.
• Interact with customers and the technical support team to understand challenges and requirements. Provide clear explanations of technical concepts in writing and verbally to customers on ticket resolutions via email, meetings, or conference calls.
• Manage and escalate high-priority and critical customer issues to appropriate levels within the organization.
• Perform standard personnel management responsibilities to support team member development, goal setting, annual performance reviews, and vacation/PTO approvals.
• Coordinate the day-to-day work of a technical support team focused on maintaining customer assets on Power Factors’ products.
• Ensure accurate documentation of technical issues, solutions, and best practices. Maintain a knowledge base to aid in efficient resolution and continuous learning.
• Continuously evaluate and improve technical support processes to enhance efficiency and customer satisfaction. Identify trends in support requests and address recurring issues with relevant teams.
• Collaborate with other Technical Support Managers and the Director to improve processes and documentation.
• Serve as a technical expert for customers on data-related issues, such as data flows, KPI calculations, and software logic.

WHAT YOU WILL NEED TO BE SUCCESSFUL

• Minimum of 5 years of experience in a technical support role in the renewable industry or operations & maintenance (O&M).
• Extensive knowledge of Freshdesk and Technical Support ticketing workflows.
• Experience in project management, schedule management, risk management, and issue resolution.
• Good understanding of renewable energy sources (wind, solar, energy storage).
• Knowledge of data acquisition systems, SCADA; ability to interpret networking, data flows, and electrical diagrams.
• Knowledge of Modbus RTU/TCP, OPC DA/UA, and DNP3 protocols.
• Understanding of OSIsoft PI system and SQL Database.

Preferred Experience

• Minimum of 2 years' experience as a lead or manager of a technically focused team.
• Knowledge of SQL, Python, or other scripting tools for data analysis.
• Knowledge of Linux.

Technical Skills

• Technical Knowledge and Expertise. Deep understanding of the products, services, or systems being supported.
• Troubleshooting. Ability to research problems, follow procedures, and use relevant tools.
• Software Proficiency. Proficiency with CRM systems, ticketing systems, diagnostic tools, and communication platforms.
• Product Knowledge Management. Maintain and update knowledge bases for consistent information.
• Innovation. Ability to find creative solutions and improve internal processes.

Leadership Skills

• Communication. Fosters understanding, trust, and collaboration within a team.
• Emotional Intelligence. Builds relationships and handles conflicts empathetically.
• Decision-Making. Analyzes situations and makes informed choices.
• Adaptability. Open to new ideas and changes; helps teams navigate change.
• Inspiring and Motivating. Sets a clear vision and provides encouragement and recognition.

LIFE @ POWER FACTORS

We are an agile software development company that moves quickly within a growing industry. We value bold, ingenious talents driven by results and are committed to making the world a better place.

WHY JOIN US

You will join a dynamic team dedicated to advancing clean energy solutions and supporting global sustainability initiatives. Our culture is committed, conscientious, and collaborative, with opportunities for professional growth as we lead the energy industry transformation.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

Power Factors is an Equal Opportunity Employer committed to a diverse, inclusive workforce. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Employment details

• Senioriy level: Mid-Senior level
• Employment type: Full-time
• Job function: Engineering and Other
• Industries: Software Development, Services for Renewable Energy, and Utilities

Location: Pasay, National Capital Region, Philippines