Technical Support Manager (NCS/Job/ 2928)

Technical Responsibilities
● Debug and troubleshoot incidents with Company products and solutions
● Replicate customer issues
Assist Product Management in developing and prioritizing enhancement lists
● Summarize, communicate, and escalate customer experiences to management
● Contribute to and maintain the Knowledge Base
● Respond to customer inquiries via support cases, email, chat, and phone.

Management & Leadership Responsibilities
● Provide day-to-day guidance and mentorship to junior support engineers
● Oversee case management workflows to ensure timely, high-quality customer responses
● Review and approve escalations, ensuring technical accuracy and appropriate prioritization
● Coordinate with cross-functional teams (Engineering, Product, Customer Success) to streamline processes and 
resolve systemic issues
● Lead or facilitate team meetings, knowledge-sharing sessions, and training initiatives
● Contribute to hiring efforts through interview participation and onboarding support for new team members
Act as a point of contact for operational questions and serve as a liaison between the support team and 
management
Required Experience / Skills
● 12+ years’ experience supporting complex enterprise software solutions
● Familiarity with the Java programming language
● Passion for providing the best support experience possible
● Exceptional communication skills—written and verbal
● Familiarity with Linux command-line tools
● Experience with networking (Sockets, HTTP, LDAP, proxies/firewalls, SSL)
● Demonstrated ability to mentor, lead, or coordinate the work of others (formal or informal)