Technical Support Engineering Manager

About the role

The Tech Support Manager leads a team of technical support engineers to deliver high‑quality support for Vistance Networks' networking and telecommunications products, ensuring customer satisfaction through effective troubleshooting and process optimization.

Key responsibilities

• Manage and mentor a team of technical support engineers.
• Oversee daily operations, ensuring timely resolution of customer issues.
• Develop and implement support strategies to improve efficiency and customer experience.
• Collaborate with product and engineering teams to escalate 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.

Required profile

• 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 such as Wi‑Fi, Ethernet, and IP.
• Excellent problem‑solving and communication skills.
• High proficiency in English.

Required skills

• Wi‑Fi networking
• Ethernet networking
• IP networking
• Salesforce CRM
• ServiceNow ticketing system
• ITIL or similar process‑management knowledge (preferred)