Join our dynamic team as a Support Engineering Manager, where you'll lead a team dedicated to resolving service requests and ensuring exceptional customer service delivery. This pivotal role involves overseeing daily operations, acting as the primary escalation point for complex customer inquiries, and meticulously monitoring incident management processes to identify and rectify any gaps in resolution.

You will be instrumental in reviewing and ensuring the successful resolution of escalated service issues, proactively identifying recurring problems, and collaborating across technical leadership teams to tackle intricate challenges. Furthermore, you'll champion the creation of comprehensive documentation and the expansion of our Knowledge Base to significantly enhance customer support and user experience.

Key responsibilities include managing a team to effectively handle incoming service requests and oversee customer service delivery.

Serve as the central escalation point for difficult customer inquiries and monitor incident management processes to address resolution gaps.

Proactively identify recurring issues, review escalated service issues for resolution, and collaborate with leadership on long-term solutions.

Drive cross-functional collaboration with other technical teams to resolve complex issues promptly and ensure complete resolution.

Lead team efforts in producing documentation and promoting the growth of the Knowledge Base.

Coordinate the escalation of product or infrastructure issues to QA and Development Teams and collaborate on business problems and support service improvement projects.

This role requires strong leadership in managing technical support operations and customer service delivery.

Experience in monitoring incident management, resolving escalated issues, and proactively identifying recurring problems is essential.

Proven ability to collaborate effectively with cross-functional technical leadership teams to address complex customer challenges is a must.

Demonstrated skill in managing team efforts for documentation creation and Knowledge Base expansion is expected.

Capability to coordinate issue escalations to QA and Development teams and drive collaborative efforts on business problems and improvement initiatives is required.

Strong understanding of performance metrics and operational/procedural improvements within a support team is necessary.