Manager, Technical Support

This is a Global team, so this role will be interacting closely with Support offices in the US, Guadalajara, London, Sydney, Chennai and Japan, as well as with customers around the world.Working for Brightcove will give you a unique opportunity to join a fast growing company and play an integral role building products and online services that promise to transform the media industry and change the way people all over the world watch video.**Responsibilities**- Manage 6 - 8 technical customer service engineers, in a multilingual environment.- Create a team culture and environment that is customer and employee focused.- Understand the team and individual's technical needs by providing regular coaching, mentoring & constructive feedback.- Develop all level of employees within our organization, to ensure successful succession planning by setting and tracking development goals, as well as implementing PIP (Performance Improvement Plans) when performance issues are identified by following a people-first approach.- Establish and assure adherence to budgets, schedules, work plans and performance requirements.- Participates as an evaluator of soft & technical skills, to support the hiring and interviewing processes.- Provide a voice of the customer to internal stakeholders in our Product and Engineering teams and make sure our product and documentation reflects our customer needs.- Interact with senior management and executives, concerning cross-functional areas and responsibilities.- Clearly communicate updates on performance against targets and objectives, to senior management and executives.- Drive continuous process improvements / initiatives, to increase productivity, improve customer satisfaction (C-SAT) and consistently meet business KPIs.- Participate in global reviews of the organizational tools, performance, policies and procedures to ensure continuous improvements and standardization across sites globally.**Qualifications/Experience**- College degree (CS degree preferred but not required).- Minimum of 3 years relevant management / team leading experience, in a customer facing environment, with the ability to demonstrate management experience achieving adherence to Service Level Agreements.- Experience delivering on global strategic initiatives to improve customer satisfaction and experience.- Experience managing large enterprise customer partner relationships and advocating for technical issues or needs.- Required to be flexible, detail-oriented and organized with the ability to multi-task.- Excellent English communication skills and strong customer focus.- Proven ability to work with the team to quickly and calmly resolve technical issues.- Exposure to online technical problem solving and troubleshooting.- Understanding of internet technologies including browsers, networking, firewalls & proxy servers.- Working knowledge of web-based technologies, including HTML, CSS, JavaScript.**Nice to have**- Programing experience with at least one server-side programming language (Ruby, PHP, Java, Swift, Python).- Familiarity and working knowledge with online video and rich media.- Strong data entry skills.**Working at Brightcove**As the undisputed global leader in powering premium video for our customers, Brightcove recruits and retains highly qualified and motivated individuals, creating an environment where people can innovate and achieve their best, and we reward them for their performance by giving them the opportunity to share in the company's success. We offer competitive benefits and compensation packages.Brightcove is headquartered in Boston, this role is designated to be located in our brand new Guadalajara office which is located in Puerta de Hierro, part of the metropolitan area of Guadalajara. The office has been designed with the latest technology, an open yet focused working space layout and employees enjoy access to stocked kitchens with daily catered lunches and social activities that celebrate a variety of personal interests. We have plenty of opportunities to meet your colleagues around the globe and we also celebrate a variety of personal interests with organized groups and clubs including an Employee Action Committee, Women of Brightcove, Pride of Brightcove, Parents of Brightcoveand more to come!- We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace._Send us your resume if you are interested and want to learn more!***Please submit your resume in English to be considered for this role.****#LI-MR1

Creado: Jue, 01 de Ene de 1970