Founded in 1993, Qlik is an award-winning, market-leading software company that specializes in business intelligence technology. Qlik provides tools that make d
Technical Support Manager
Location
United States
Posted
93 days ago
Salary
$125K - $145K / year
Seniority
Lead
No structured requirement data.
Job Description
Technical Support Manager
Qlik
Role Description We are looking for an experienced Technical Support Manager to oversee and lead the global shift operations within our technical support organization. This position will play a critical role in shaping and driving a world-class 24x7 support strategy. The ideal candidate will have extensive leadership experience, a strategic mindset, and a deep understanding of technical support for enterprise solutions. You will ensure exceptional service delivery to our global customers and work cross-functionally to align support processes with business goals. - Takes the lead on technical issues and works with the customer to set them up for success, ensuring that the product is used as intended. - Identifies where the customer stands in their journey towards success, solving roadblockers and understanding their struggles/pain points/challenges proposing a mitigation plan. - Lead the analysis, architecture, design, and development of large-scale data management and business intelligence solutions. - Document and present complex architectures to customer technical teams. - Work closely with all Qlik internal teams to ensure successful customer deployments. - Full hands-on work analyzing customer reported issues. Qualifications - 8-10 years of experience in technical support with SaaS product organization, with at least 2 years in a manager’s/Team lead role. - Digital and AI Agentic experience in handling the large customer ticket volume. - Proven track record of leading large, global technical support teams in a 24x7 enterprise environment including weekend support. - Strong knowledge of Analytical/ETL tools, Databases (SAP, SQL databases, ServiceNow/Salesforce) and experience supporting complex, cloud-based enterprise solutions. - Education: Bachelor’s degree in computer science, Information Technology, or a related field. A master’s degree is a plus. Requirements - Strategic Leadership: Demonstrated ability to define and execute strategies that align support functions with broader business objectives. - Customer-Centric Approach: Proven experience in driving customer success and satisfaction through effective technical support processes. - Collaboration & Influence: Strong cross-functional collaboration skills, with the ability to influence and drive change in a matrixed environment. - Analytical & Problem-Solving: Ability to analyze data and metrics to make informed decisions and implement improvements. - Communication: Exceptional communication skills, both written and verbal, with the ability to present to and influence executive leadership. - Adaptability: Willingness to work night shifts and adapt to the demands of a 24x7 global support function. Benefits - Named in Newsweek’s ‘Americas Greatest Workplaces 2025’. - Genuine career progression pathways and mentoring programs. - Culture of innovation, technology, collaboration, and openness. - Flexible, diverse, and international work environment. - Comprehensive benefits, including medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, paid parental/maternity leave, participation in a 401(k) program that includes company match, and many other additional voluntary benefits.
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