Role Summary: The Tech Support Manager leads a team of technical support engineers to deliver high-quality support for CommScope's networking and telecommunications products. This role ensures customer satisfaction through effective troubleshooting, team leadership, and process optimization.
Key Responsibilities:
- Manage and mentor a team of technical support engineers.
- Oversee daily operations of the support team, ensuring timely resolution of customer issues.
- Develop and implement support strategies to improve efficiency and customer experience.
- Collaborate with product and engineering teams to escape and resolve complex issues.
- Monitor support metrics and generate performance reports.
- Ensure compliance with company policies and industry standards.
- Provide technical guidance and training to team members.
Qualifications:
- Bachelor's degree in Engineering, Computer Science, or related field.
- 5+ years of experience in technical support, with at least 2 years in a leadership role.
- Strong knowledge of networking technologies (e.g., Wi‑Fi, Ethernet, IP).
- Excellent problem‑solving and communication skills.
- Experience with CRM and ticketing systems (e.g., Salesforce, ServiceNow).
- High proficiency in English is mandatory.
Preferred Skills:
- Familiarity with Aurora products.
- ITIL certification or similar process management experience.
Job Segment: Technical Support, Computer Science, CRM, Information Technology, IT Manager, Technology
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📌 Technical Support Engineer, Mx (Monterrey)
🏢 Arketa
📍 Monterrey
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