Global Technical Support Operations Manager

21 hours ago

Antipolo City, Calabarzon, Philippines beBeeSupport Full time $100,000 - $150,000

Job Title: Global Support Operations Leader

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Job Overview

The ideal candidate will lead and grow a global Technical Support team, handling complex open source database issues. This role involves operational excellence, technical quality of service, and team growth and effectiveness.

This is not a call center environment; engineers work on tough technical problems across various customer environments. The successful candidate will guide, coach, and support engineers in solving these challenges while ensuring they have the necessary tools, processes, and culture to succeed.

Responsibilities
  • Team Leadership: Lead a high-performing team of Technical Support Engineers across time zones.
  • Mentorship: Mentor and coach engineers through technical and non-technical challenges.
  • Operational Management: Manage scheduling, coverage, escalations, and rotation planning.
  • Performance Improvement: Promote accountability, learning, and consistency within your team. Drive continuous improvement in operations and service delivery.
  • Tracking and Analysis: Track KPIs such as SLA performance, response/resolution times, CSAT, and internal process adherence.
  • Feedback and Support: Identify and address performance gaps through structured feedback and support.
  • Collaboration: Partner with other supervisors and managers to ensure seamless global operations.
  • Ticket Quality: Oversee ticket quality, communication, and customer satisfaction.
  • Escalation Handling: Participate in escalation handling, ensuring timely and effective outcomes.
  • Knowledge Sharing: Promote knowledge sharing via documentation, internal mentoring, and retrospectives.
  • Industry Awareness: Stay informed at a high level on relevant technologies and industry shifts.
  • Technology Expertise: Work with open source technologies (especially databases like MySQL, PostgreSQL, MongoDB, or Redis).
Requirements
  • Cultural Competence: Comfort working across time zones and cultures.
  • Technical Experience: Prior experience as a Technical Support Engineer or DBA.
  • Leadership Experience: Experience managing or leading remote or globally distributed teams.
  • Technical Depth: Strong technical depth in Linux and open source databases.
  • Familiarity with Percona Software: Familiarity with Percona software such as PMM and related technologies.
Why Our Company?

Our company believes an open world is a better world. Our mission is to enable everyone to innovate freely by providing the best open source database software, support, and services. We make databases and applications run better through a unique combination of expertise and open source software built with the community for you.

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